Service Desk Dispatcher

Salary: Starting at $40,000/yrPosition OverviewThe Service Desk Dispatcher plays a critical role in the daily operations of Back Bay Networks by ensuring efficient intake, triage, and dispatch of service requests across our service desk and field engineering teams. This role is responsible for maximizing technician utilization, maintaining schedule integrity, and ensuring a high-quality client experience consistent with our white-glove managed services model.The Dispatcher serves as a central coordination point between clients, technicians, and management, ensuring that work is assigned accurately, prioritized appropriately, and executed within agreed service levels.Core ResponsibilitiesServe as the primary point of contact for incoming client service requests via phone, email, portal, and automated ticket generation.Triage, pre-process, and validate service tickets to ensure accuracy, completeness, and proper categorization prior to dispatch.Dispatch service requests to the appropriate internal or field resources based on technical requirements, urgency, location, and SLA commitments.Schedule and manage technician calendars using ConnectWise, ensuring optimal utilization and minimal idle time.Monitor technician schedules and ticket progress to ensure timely updates, accurate time entry, and adherence to workflow standards.Communicate proactively with clients regarding ticket status, scheduling, delays, outages, and changes.Escalate service requests that cannot be scheduled or resolved within agreed service levels.Additional Duties and ExpectationsMaintain a strong focus on customer satisfaction and professional communication at all times.Support fast turnaround of client requests while balancing workload across the team.Collaborate closely with Service Managers, Technical Leads, and Account Management to align priorities.Continuously identify opportunities to improve dispatch efficiency, ticket quality, and technician productivity.Track and report on technician utilization, schedule adherence, and service delivery outcomes.Ensure all work is accurately documented as service tickets in ConnectWise.Enter time and expenses in ConnectWise as required and reinforce time-entry compliance across the team.Complete assigned training, workflows, and documentation within ConnectWise University and internal knowledge bases.Adhere to Back Bay Networks processes, standards, and service delivery expectations.Required Knowledge, Skills, and AbilitiesTo perform this role successfully, an individual must be able to execute each essential duty effectively. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.Strong working knowledge of basic computer systems and operating environments.Excellent interpersonal and communication skills, including professional phone etiquette and active listening.Ability to multitask, reprioritize, and remain effective in a fast-paced MSP environment.Technical awareness sufficient to align service requests with appropriately skilled resources.Understanding of managed services concepts, service levels, and client expectations.Familiarity with service desk tools and workflows; ConnectWise experience strongly preferred.Strong data entry and typing skills with attention to accuracy and detail.Highly organized, self-motivated, and accountable.Education and ExperienceAssociate or Bachelors degree in Information Technology, Business Administration, or a related field preferred.Equivalent professional experience will be considered in lieu of formal education.Prior experience in an MSP, IT service desk, dispatch, or customer support role preferred.Experience working with ConnectWise or similar PSA platforms is a strong advantage.BenefitsCompetitive salary based on experience and qualifications.Health, dental, and vision insurance.Paid time off and company holidays.Full onboarding, training, and ongoing professional development.Collaborative team environment with a strong service-first culture.Clear opportunities for growth and advancement within the organization.Local candidates only.This job description is intended to describe the general nature and level of work performed by individuals in this role. Additional duties may be assigned as business needs evolve.