Service Dispatcher / IT Service Coordinator

This is a remote position.

Overview:

We are seeking a highly organized, proactive Service Dispatcher / IT Service Coordinator to join our MSP support operations. This role is critical to our service delivery, ensuring efficient ticket triage, technician scheduling, and customer satisfaction. Candidates should be experienced in ConnectWise PSA and have a working understanding of the Sea-Level Operations Framework for MSPs.

You will act as the “quarterback” of the support team — triaging tickets, managing technician schedules, ensuring SLAs are met, and serving as a key liaison between clients and the technical team.

Key Responsibilities:

Ticket Management & Triage

• Review and triage inbound service tickets, assigning priority based on impact and urgency
  

  Categorize, schedule, and dispatch tickets using ConnectWise PSA
  

  Route tickets to the correct resource (onsite tech, remote support, escalations) based on skill and availability
  

  Ensure proper documentation and time entries in ConnectWise per Sea-Level standards
  

Scheduling & Resource Coordination

• Schedule onsite and remote support technicians according to skillsets, urgency, and client needs
  

  Actively manage the dispatch calendar, adjusting in real-time to accommodate emergencies or reassignments
  

  Coordinate with project teams to avoid resource conflicts
  

Service Desk Oversight

• Monitor aging tickets and ensure timely follow-ups
  

  Maintain SLA compliance and escalate risks to team leads or managers
  

  Be the first point of contact for escalations, ensuring proper communication to clients and internal teams
  

Client Communication

• Communicate updates to clients on service requests, scheduling, and resolution status
  

  Maintain professional, courteous, and clear communication through all client interactions
  

  Ensure ticket closure includes client confirmation and resolution details
  

Operational Alignment (Sea-Level Framework)

• Follow Sea-Level-recommended workflows for ticket handling, escalation, documentation, and scheduling
  

  Support and reinforce ConnectWise best practices (statuses, workflows, priorities, SLA tracking)
  

  Participate in daily huddles and weekly service meetings to review metrics and ticket backlog
  

  Maintain adherence to KPIs such as First Response Time, Time to Resolution, and Technician Utilization