Senior Dispatch Coordinator (MSP)

Senior Dispatch Coordinator (MSP) | Career Track to Operations Leadership

Hybrid in Naperville, IL

Must have MSP experience

We’re a well-established, cloud-focused Managed Service Provider entering a deliberate growth phase—investing in our people, refining our operations, and expanding our service capabilities. Our culture is employee-first, communicative, and intentional, which is why our team stays and grows with us. As we scale, we’re creating real career paths for professionals who want to step into leadership—not just stay in seat.

We’re hiring a Senior Dispatch Coordinator who wants more than ticket routing. This role is designed as a launchpad into Operations leadership for someone who enjoys structure, ownership, and improving how things run.

If you’ve ever looked at a service desk and thought, “This could run better,” this role was built for you.

Why This Role Is Different

We treat Dispatch as a critical operations function, not an admin role.

You’ll be set up for success with:

• Clear escalation paths and ownership models—no guessing, no chaos
• Measurable success metrics (first response time, time-to-assign, follow-through) so wins are visible and celebrated
• Standardized intake and follow-up workflows with templates that let you move fast
• A modern PSA and chat stack with dashboards that help you stay proactive
• Direct access to leadership—we want your ideas and input

Most importantly, this role comes with a defined career track into Operations. As you take ownership of procedures and help evolve service delivery, growth in title, scope, and compensation follows.

What You’ll Do

• Own service ticket triage, assignment, and follow-through
• Ensure work is routed efficiently and escalated appropriately
• Maintain consistency across service workflows and procedures
• Track and improve dispatch-related performance metrics
• Partner with leadership to refine service delivery processes
• Identify inefficiencies and propose operational improvements
• Help turn the service delivery “playbook” into a scalable system

Who We’re Looking For

• 2 years of experience as a Dispatch Coordinator or Service Coordinator
• Someone not junior—you’ve seen real-world service desk operations
• Strong operational mindset with attention to detail and follow-through
• Experience contributing to procedures, workflows, or process improvements
• Interest in growing into Operations leadership (Ops Manager, Service Operations, etc.)
• Clear communicator who thrives in a remote environment

No technical hands-on requirements. This role is about operations, coordination, and ownership.

Compensation & Logistics

• Salary range of $60,000 to $75,000 per year
• Company paid Day 1 health insurance
• Company paid AD and D, LTD, and STD insurance
• Quarterly profit sharing program based on company performance
• Employee ownership eligibility after 1 year of service
• Unlimited PTO after 90 days
• 401k, dental, vision, and life insurance
• Professional development and educational assistance

Ideal Career Path

Senior Coordinator → Operations Manager

We’re specifically looking for someone who wants to grow with the business, help shape how operations run, and eventually step into a leadership role.