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Service Desk Dispatcher / Coordinator

Location: Charlotte, NC | In-Office Hours: Monday-Friday, 8:00 AM-5:00 PM

Reports To: Help Desk Manager

About the Role:

This is an IN-OFFICE role.  Must be local to the Charlotte area and have a desire to work in an office setting.

Network Essentials is looking for an organized, proactive, and highly personable Service Desk Dispatcher / Coordinator to join our Managed Services team.

This is a critical role in our service delivery operation. You will serve as the traffic controller for the service desk, making sure the right technician is working on the right issue at the right time, while keeping clients informed and ensuring nothing falls through the cracks.

You will work closely with clients, technicians, and the Help Desk Manager to manage the flow of service requests from initial ticket through resolution.

This is a client-facing position. Strong communication, professionalism, organization, and follow-through are essential.

Key Responsibilities

Service Desk Dispatch & Coordination

• Monitor and manage the service desk ticket queue throughout the day.
• Review, prioritize, categorize, and assign incoming tickets appropriately.
• Assign work based on technician skills, workload, availability, urgency, and client requirements.
• Monitor ticket aging, stalled work, and tickets approaching established service-level expectations.
• Ensure tickets remain properly assigned, updated, and moving toward resolution.
• Coordinate escalations between technicians and higher-level resources.
• Maintain accurate ticket and scheduling information in ConnectWise.

Technician Scheduling

• Manage technician schedules.
• Coordinate remote support appointments and onsite service visits.
• Schedule project and other service activities as needed.
• Balance technician workloads and resolve scheduling conflicts.
• Adjust schedules as priorities and client needs change.
• Ensure technicians have the time and information needed to complete their assigned work.

Client Communication

• Communicate directly with clients regarding scheduling, ticket status, appointments, and next steps.
• Set and manage client expectations regarding timing and availability.
• Provide proactive updates when schedules or circumstances change.
• Coordinate onsite visits and other client-facing service activities.
• Build strong, professional relationships with clients.
• Handle frustrated or difficult clients calmly and professionally.
• Recognize situations requiring escalation to the Help Desk Manager.

Service Desk Accountability

• Monitor the service desk for work that is not progressing appropriately.
• Follow up with technicians when tickets require updates or action.
• Identify potential service issues before they become client problems.
• Ensure established service desk processes are followed.
• Monitor and support the team's established service metrics.
• Escalate significant workflow or performance concerns to the Help Desk Manager.

Technical Understanding

You do not need to be an IT technician, but technical acumen is important.

You should be comfortable learning and understanding the basics of the services we provide, including concepts such as Microsoft 365, Windows computers, email, user accounts, networking, Wi-Fi, cybersecurity, and remote support.

You do not need in-depth technical knowledge. Your role is to understand the nature and urgency of a request well enough to coordinate the appropriate response.

MSP or IT experience is a plus, but not required. Candidates with strong dispatch, scheduling, customer service, operations, or coordination experience are encouraged to apply.

What We're Looking For

The ideal candidate is:

• Highly organized and detail-oriented.
• Proactive and excellent at follow-through.
• Comfortable managing multiple priorities at once.
• An excellent verbal and written communicator.
• Confident and comfortable speaking with clients.
• Naturally good at coordinating people and resources.
• Comfortable working with technical personnel.
• Calm and professional under pressure.
• Comfortable asking questions and following up when something isn't moving.
• Willing to take ownership rather than waiting to be told what to do.
• Technically curious and comfortable learning new technology and software.

Most importantly, you should be someone who naturally thinks:

"What needs to happen next, who needs to do it, and how do I make sure it happens?"

Qualifications

• 1-3 years of experience in dispatch, scheduling, customer service, service coordination, operations, IT, or a related field preferred.
• Strong computer skills and ability to learn new software quickly.
• Experience with ticketing, PSA, CRM, scheduling, or workflow-management software is a plus.
• MSP experience is preferred but not required.
• High school diploma or equivalent required.

What Success Looks Like

Success in this role means:

• Tickets are assigned quickly and appropriately.
• Technicians have a clear understanding of their priorities.
• Technician schedules are organized and productive.
• Clients receive timely, professional communication.
• Tickets don't sit unnoticed or fall through the cracks.
• Escalations happen at the appropriate time.
• Service desk processes and metrics are consistently supported.
• The Help Desk Manager has visibility into issues before they become larger problems.
• Clients feel that their requests are being actively managed.

Office Support

As an active member of our in-office team, this position will occasionally assist with general office and operational needs, such as receiving packages, maintaining an organized work environment, and other light tasks that help keep the office running smoothly.

This is not a receptionist or general administrative position. The primary responsibility of this role is service desk dispatch, coordination, and client service.

Compensation

We are particularly interested in candidates who bring strong organizational and coordination skills, excellent client communication, and the ability to manage a fast-moving service environment.