IT Dispatcher

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for an IT Dispatcher based in the United States.

We are seeking a customer-focused IT Dispatcher to coordinate service desk operations and ensure IT support requests are handled efficiently, accurately, and on time. In this role, you will serve as a key connection between clients, service desk technicians, and engineering teams, helping prioritize incoming requests and allocate resources according to urgency, availability, and technical expertise. You will manage ticket workflows, monitor service levels, maintain accurate documentation, and help ensure that no request goes unresolved.

Working in a fast-paced, remote IT services environment, you will contribute to operational efficiency while delivering an exceptional client experience. Your ability to multitask, communicate clearly, and anticipate support needs will be essential to keeping teams organized and clients informed. This opportunity is ideal for a proactive professional who enjoys problem-solving, coordinating people and processes, and supporting reliable technology services.

• Manage high volumes of incoming service requests received through phone calls and online chat, ensuring timely responses and accurate ticket creation.
• Review incoming tickets in Connect Wise or the relevant ticket management system, identify and remove spam, and ensure requests are correctly categorized and documented.
• Perform initial ticket triage by clarifying request details, assessing incident scope and impact, and updating ticket fields so technicians can quickly understand and address client needs.
• Assign and schedule tickets to the most appropriate technicians or engineers based on urgency, availability, skill sets, workload, and service-level agreements (SLAs).
• Communicate expected response times and resource availability to clients, setting clear expectations and providing updates when service requests require additional coordination.
• Follow established security procedures, including obtaining written approval from designated client IT contacts before implementing access-related changes when required.
• Monitor recurring service requests and identify patterns that may indicate broader technical issues, escalating relevant findings to service managers or primary consultants.
• Assist with basic IT support requests, including password resets and group membership changes, within the scope of authorized responsibilities.
• Conduct follow-up calls for positively rated service tickets and encourage satisfied clients to share their feedback through appropriate review channels.
• Forecast support workload requirements, including weekend and after-hours coverage, to support staffing decisions, resource planning, and escalation management.
• Prepare and maintain schedules for helpdesk coverage, escalation engineers, on-call resources, departmental shadowing, and team meetings.
• Maintain accurate client information, including engineer assignments, primary contacts, and other operational details.
• Review open tickets regularly to verify their status, confirm the appropriate client agreements are selected, and ensure every request has an assigned resource and a clear next step.
• Maintain complete, accurate, and timely ticket notes throughout the dispatch process, ensuring requests are properly tracked and do not fall through the cracks.
• Collaborate with service desk teams, engineers, managers, and other stakeholders to improve workflows, resolve scheduling challenges, and maintain consistent service quality.
• Follow organizational policies, confidentiality requirements, and applicable laws while safeguarding client records and sensitive…