| Description: |
The Dispatcher is responsible for coordinating the daily flow of service requests for Jackson Technical’s managed IT support team. This role serves as a central communication point for clients, technicians, and service leadership by answering and routing technical support requests, assessing urgency, dispatching onsite technicians, and helping ensure client issues are handled quickly, accurately, and professionally. The Dispatcher helps maintain an organized service board, monitors outstanding requests, and adjusts assignments as circumstances change so the right technician is focused on the right work at the right time.
Key Responsibilities:
- Receive technical support phone calls, service requests, alerts, and client communications, ensuring each request is captured and routed appropriately.
- Enter, review, and maintain tickets in the appropriate service management system with accurate client information, issue details, priority, status, and scheduling notes.
- Route customers to the appropriate resource when an issue can be addressed remotely, and dispatch onsite technicians when repair or hands-on support is required.
- Review ticket details for completeness, urgency, impact, priority, and appropriate categorization.
- Assign and schedule tickets to technicians based on skill set, availability, workload, location, priority, and client needs.
- Monitor outstanding service requests and reassess assignments when circumstances, urgency, technician availability, or client needs change.
- Maintain an organized service board by keeping ticket statuses, assignments, due dates, and scheduling information accurate and current.
- Coordinate technician calendars and dispatch resources for onsite, remote, project-related, and follow-up work.
- Identify urgent, high-impact, or SLA-sensitive tickets and escalate them appropriately to service leadership or senior technical resources.
- Communicate professionally and empathetically with clients regarding scheduling, ticket updates, technician arrival windows, and follow-up expectations.
- Help prevent tickets from becoming stagnant by monitoring queues, aging tickets, missed updates, and overdue follow-ups.
- Ensure technicians have the necessary ticket information, client context, contact details, and scheduling notes before work begins.
- Support service leadership by identifying workload bottlenecks, resource conflicts, recurring scheduling issues, and opportunities to improve dispatch efficiency. |
| Requirements: |
Strong organizational skills with the ability to manage multiple priorities in a fast-paced service environment.
Clear and professional communication skills, both written and verbal, with the ability to remain courteous and composed with clients and coworkers.
Ability to assess urgency, understand the bigger picture, and make sound prioritization decisions based on client impact, technician workload, and service expectations.
Comfort working with ticketing systems, calendars, scheduling tools, and service board workflows.
Basic understanding of IT support concepts, common service request types, and managed services operations.
Strong attention to detail when reviewing ticket notes, client information, schedules, and follow-up requirements.
Reliability, follow-through, and the ability to stay focused while managing interruptions and changing priorities.
Customer-service mindset with empathy, professionalism, responsiveness, accountability, and good judgment.
Ability to coordinate people and resources effectively, including recognizing when escalation or supervisory involvement is needed.
Preferred Experience:
Experience in a help desk, service desk, dispatch, scheduling, coordinator, or client support role.
Experience working for a Managed Services Provider or similar outsourced IT support environment.
Familiarity with PSA, RMM, ticketing, or scheduling platforms used to manage IT service delivery.
Understanding of service level agreements, ticket priority levels, escalation paths, and technician utilization. |
