Dispatcher, Customer Service​/HelpDesk

At CIT, we're on a mission to revolutionize the way businesses harness technology. Our passion lies in crafting and implementing IT solutions that propel our customers forward. As a team, we're committed to empowering small & medium‑sized businesses with a suite of game‑changing services. From managed IT & cybersecurity to cloud solutions & physical security, we're the tech allies businesses trust to navigate the digital landscape.

At CIT, you’ll work with a team of experts who are as passionate about their craft as you are in a collaborative, learning-focused, and fun environment. We offer:

• Career Growth – Paid vendor certifications, ongoing training, and development opportunities.
• Flexible Time Off – Take time off when you need it with our generous FTO policy.
• Great Benefits – Medical, dental, vision, 401(k) with employer match, paid volunteer time, paid parental leave, and more.
• Values-Driven Culture – Work in an environment that consistently wins Twin Cities’ Best Workplace awards year after year.

The Dispatcher serves as the primary coordination point between customers and CIT's engineering team, managing inbound service requests and ensuring tickets are assigned, scheduled, and tracked effectively. This role is responsible for answering customer calls and emails, creating and updating service tickets, and dispatching work to the appropriate engineers based on availability and priority. CIT's Dispatch team plays a critical role in setting customer expectations, maintaining clear communication throughout the support process, and ensuring the right resources are engaged at the right time.

Success is measured by the accuracy and timeliness of ticket routing, the quality of customer communication, and the smooth flow of work through the service desk.

• Answer inbound customer phone calls and respond to email support requests
• Create and update service tickets based on customer support interactions
• Monitor and respond to the live chat tool
• Identify and prioritize customer tickets based on urgency and impact
• Assign and schedule tickets to engineers based on customer needs and engineer availability
• Set clear expectations with customers regarding follow-up and resolution timelines
• Maintain accurate ticket documentation throughout the dispatch process
• Perform other duties and responsibilities as assigned.

• Professionalism and ability to work effectively as part of a team and independently
• Strong organizational skills with the ability to manage multiple pieces of information simultaneously and identify next steps to resolution
• Excellent written and verbal communication skills
• Demonstrated history of delivering positive customer experiences
• Strong computer skills and typing proficiency
• Basic knowledge of Microsoft 365
• Ability to prioritize tasks by urgency and work with minimal supervision
• Must be authorized to work in the United States.

• 1+ year of experience working with a managed service provider (MSP), a call center, or similar customer facing environment.

• This position will work a fully remote schedule anywhere within the United States. The schedule is 9:00am–6:00pm (Central Time) Monday through Friday.

The salary range for this role is $36,000 – 42,000. At CIT, compensation is based on total experience, performance, subject matter expertise, and other job-related factors. We are committed to fair and competitive pay that rewards contributions and impact.

CIT offers competitive benefit, wage, and incentive programs. Benefits include but are not limited to: medical, dental, vision, life & disability insurance, 401(k) with matching employer contribution, flexible work schedules, paid volunteer &…