Help Desk Dispatcher
Listed on 2026-03-01
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IT/Tech
Technical Support, HelpDesk/Support, IT Support
Mavis Tires & Brakes at Discount Prices - Help Desk Dispatcher
We are seeking a highly organized and authoritative Help Desk Dispatcher to act as the "air traffic controller" for our IT support operations. In this dual-focused role, you will be responsible for the end-to-end management of the ticket queue, triaging incoming service requests, and managing technician workflows to ensure maximum resource utilization.
Key Responsibilities- Ticket Intake & Triage: Serve as the primary point of contact for all incoming service requests. Evaluate the urgency and business impact of issues to accurately prioritize and categorize tickets within the ITSM platform (e.g., Connect Wise, Service Now, Remedy).
- Queue Management: actively manage the service board to ensure all tickets are assigned, processed, updated, and closed within stipulated Service Level Agreements (SLAs).
- Technician Utilization: Manage the schedules and workflows of the technical team, assigning tickets based on technician skill set, availability, and geographic location (if applicable) to maximize efficiency.
- Proactive Monitoring: Continuously review queues for "stale," "past due," or neglected tickets to minimize downtime and prevent operational bottlenecks.
- Stakeholder Communication: act as the "voice of the incident." Provide regular, clear, and high-level status updates to management and stakeholders regarding the current state, estimated time to restoration (ETA), and available workarounds.
- Post-Incident Analysis: Lead the closure process by documenting incident details, participating in post‑mortem meetings, and contributing to the creation of After Action Reports (AAR) to prevent recurrence.
- Technical Aptitude: A strong fundamental understanding of IT concepts (Windows environments, networking basics, cloud services) to accurately interpret user issues, categorize them, and route them to the correct technical tier.
- ITSM Proficiency: Proven experience navigating and managing ticketing systems such as Connect Wise, Service Now, Remedy, Jira, or similar platforms.
- Leadership: The ability to lead a team and maintain composure during high‑stress situations. You must be able to make quick, decisive choices during a crisis.
- Communication: Exceptional verbal and written communication skills, with the ability to translate technical jargon into business‑friendly updates for stakeholders.
- Organized: Proven ability to manage multiple, competing priorities in a fast‑paced environment without letting details slip through the cracks.
- Customer Focus: Strong interpersonal skills to de‑escalate client complaints, manage expectations, and maintain high customer satisfaction levels.
Experience: 1–3 years of experience in an IT Help Desk, Managed Service Provider (MSP) environment, or a similar service coordination/dispatch role.
Key Performance Indicators (KPIs)Success in this role will be measured by:
- Reduced Mean Time to Repair (MTTR): Driving faster resolution through efficient routing.
- SLA Compliance Rate: Ensuring tickets are acknowledged and resolved within agreed time frames.
- First‑Call Resolution Rate: Ensuring tickets are routed to the right person the first time to minimize "ticket bounce."
- Technician Utilization: maximizing billable/active time for the technical team.
At Mavis, we understand that our people drive our success. We provide our team members with competitive weekly pay, a good working environment and an excellent combination of additional benefits such as health, dental, vision and life insurance, a 401(k) retirement savings plan with employer match, paid vacations, paid personal and sick time, paid holidays, on‑the‑job training, and opportunities for career growth and advancement.
Candidates can apply online at For any questions, you can call our Recruitment toll free # at .
Mavis is an Equal Opportunity Employer
Consistent with our commitment to the principle of equal employment opportunity for all individuals, we enforce a zero‑tolerance policy on discrimination loyment decisions are made without regard to an…
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