Service Desk Dispatcher

Job Description

CloudFirst is a managed services provider (MSP) delivering secure, scalable, and efficient IT solutions to businesses across industries. As a Microsoft partner, we specialize in cloud technologies, infrastructure, and managed IT services. Our service delivery model is driven by structured processes, advanced tools, and a strong commitment to customer success. Role Overview The Service Desk Dispatcher is a critical role within CloudFirst’s service delivery operations, responsible for managing the flow of incoming service requests across multiple client environments. This position ensures all tickets are accurately documented, prioritized, and assigned in accordance with service level agreements (SLAs). Acting as the central coordination point, the Dispatcher maintains real-time visibility of ticket queues, technician workload, and service performance. This is a high-impact role that directly contributes to SLA compliance, client satisfaction, and operational efficiency. Key Responsibilities Client Intake \& Customer Interaction Serve as the primary point of contact for incoming service requests via phone, email, and portal Handle inbound and outbound client communications to clarify issues and gather necessary details Provide professional and high-quality customer service in every interaction Ticket Triage, Classification \& Documentation Accurately classify and prioritize tickets based on impact, urgency, and SLA requirements Ensure all tickets include complete, clear, and actionable information Identify: Service Desk vs. Engineering vs. Project work In-scope vs. out-of-scope requests Billable vs. non-billable work Dispatching \& Resource Coordination Assign tickets based on technician skillset, workload, and availability Ensure timely assignment in accordance with SLA response targets Balance technician workload to optimize efficiency and prevent backlog Coordinate both remote and on-site service dispatch when required Queue Management \& SLA Compliance Maintain ownership of the service desk ticket queue Ensure: No unassigned tickets No idle or aging tickets without updates No SLA breaches due to delayed assignment Proactively identify bottlenecks, delays, and SLA risks Escalate issues to management as needed Cross-Team Coordination Collaborate closely with Service Desk, Engineering, and Project teams Validate escalation decisions before routing tickets Ensure proper workflow across service boards Ticket Quality Control \& Data Accuracy Review tickets for: Proper documentation Accurate categorization Sufficient detail for technical execution Correct or return tickets that do not meet quality standards Maintain clean and consistent data for reporting and service delivery Service Awareness \& Billing Alignment Understand client contracts, service scope, and entitlements Identify and flag: Out-of-scope work Billable services requiring approval Coordinate with management and account teams as needed Reporting \& Process Improvement Support tracking and reporting of: SLA performance Ticket backlog and aging Resource utilization Identify opportunities to improve workflows and service efficiency Key Performance Indicators (KPIs) SLA Response Compliance (%) Time to Assign Tickets % of Tickets Assigned Within SLA Ticket Classification Accuracy Queue Backlog and Aging Technician Workload Distribution Ticket Documentation Quality Customer Satisfaction (CSAT) Qualifications Required Experience 2–5 years of experience in: IT Service Desk, Dispatcher, or service coordination role Experience with ticketing or PSA systems (ConnectWise Manage preferred) Core Skills Strong customer service and communication skills Confident and professional phone presence Excellent multitasking and organizational abilities High attention to detail and accuracy Ability to prioritize and make real-time decisions Technical Awareness Basic understanding of IT service workflows and service desk operations Familiarity with SLA-driven support environments Ability to match service requests to appropriate technical resources Preferred Experience working in a Managed Service Provider (MSP) environment Exposure to Microsoft 365 and IT support environments Work Expectations Must actively monitor and manage ticket queues throughout the shift Maintain real-time responsiveness to incoming requests Work collaboratively with distributed technical teams Ensure consistent accuracy and quality in all dispatching decisions Availability to work Eastern Time hours What Success Looks Like A successful Service Desk Dispatcher: Maintains a clean, organized, and actively managed ticket queue Ensures no SLA breaches due to delayed assignments Demonstrates strong communication and follow-through Makes accurate and efficient ticket routing decisions Supports overall service delivery efficiency across the organization Equal Opportunity Employer CloudFirst is an equal opportunity employer and does not discriminate based on race, color, religion, gender, sexual orientation, age, disability, or any other protected status. Work Location: Remote