An IT services and managed services provider (MSP) is seeking a Service Desk Dispatcher to join their team. In this client-facing role, you will serve as the primary point of contact for incoming client support requests, ensuring all calls are answered promptly, documented accurately, and routed to the appropriate technical resources. You will play a critical role in coordinating service desk operations and delivering a high-quality customer experience for clients across multiple industries.
This role is heavily phone-based and focused on triaging support requests, coordinating technician assignments, and maintaining clear communication with clients throughout the support process. The ideal candidate is highly organized, calm under pressure, and able to manage a high volume of calls while maintaining professionalism and accuracy.
You will work closely with service desk technicians, engineers, and management to ensure all tickets are handled efficiently and clients receive timely updates on their support requests. This role is ideal for someone who enjoys working in a fast-paced environment, interacting with customers, and helping coordinate technical solutions.
This role will be on-site in Douglasville, PA
Required Skills & Experience
1+ years of experience in a service desk, call center, help desk, or customer support environment
Strong professional phone presence with excellent verbal communication skills
Experience handling high call volumes while maintaining professionalism and accuracy
Experience documenting and managing service requests in a ticketing system
Strong organizational skills with the ability to multitask and prioritize in a fast-paced environment
Ability to actively listen to client concerns and gather accurate technical and business information
Strong customer service mindset with the ability to de-escalate frustrated callers
Experience coordinating requests between customers and technical teams
Ability to maintain detailed documentation while communicating with callers
Reliable attendance and punctuality for scheduled shifts
Desired Skills & Experience
Familiarity with ticketing platforms such as ConnectWise, ServiceNow, Autotask, or similar systems
Understanding of basic IT terminology and service desk workflows
Strong written communication skills for client email updates
What You Will Be Doing
Serving as the first point of contact for incoming client support calls
Answering phones professionally and ensuring a positive client experience
Actively listening to client concerns and gathering relevant technical and business details
Creating and documenting support tickets accurately within the ticketing system
Assigning tickets to the appropriate technicians based on urgency, skillset, and availability
Monitoring service boards to ensure tickets are being addressed promptly
Following up on tickets requiring additional updates or escalation
Communicating ticket status and resolution updates back to clients via phone or email
Escalating critical or aging tickets to the Service Desk Manager when necessary
Supporting the service desk team by coordinating communication between clients and technicians
Maintaining company customer service standards and ensuring a "white-glove" client experience
Tech Breakdown
70% Call Management, Ticket Creation, and Service Desk Dispatching
20% Ticket Monitoring, Status Updates, and Coordination with Technical Teams
10% Client Follow-ups and Service Experience Support
Daily Responsibilities
50% Answering incoming client calls and gathering information for support requests
25% Creating tickets and dispatching requests to appropriate technicians
15% Monitoring ticket progress and following up on aging or escalated requests
10% Communicating updates to clients and supporting service desk operations
The Offer
You will receive the following benefits:
Competitive salary based on experience
401(k) with company matching
Comprehensive medical, dental, and vision benefits
Generous PTO and paid holidays
Professional development opportunities and internal training
Supportive team environment within a growing technology services company
Applicants must be currently authorized to work in the US on a full-time basis now and in the future.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
- Dice Id: 10105282
- Position Id: 868886
- Posted 13 hours ago
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