What are the responsibilities and job description for the IT Helpdest Dispatcher position at Eola Technology Partners?
IT Help Desk Dispatcher
Eola Technology Partners | Orlando, FL
Simplifying IT. Amplifying Business.
About Us
Eola Technology Partners is a managed service provider supporting growth-minded organizations across Central Florida. We deliver proactive, structured IT support through standardized systems, clear workflows, and a strong focus on client experience.
Position Overview
We are seeking a highly organized and detail-oriented IT Help Desk Dispatcher to serve as the central coordinator of our service team.
This role is responsible for triaging incoming tickets, assigning work to technicians, managing schedules, and ensuring service level agreements (SLAs) are met. The Dispatcher works closely with the Service Manager and technical team to maintain efficient service delivery.
This is a fast-paced position that requires strong communication, prioritization, and decision-making skills.
Key Responsibilities
Ticket Intake and Triage
- Review and prioritize incoming tickets in Halo PSA
- Assign appropriate priority and impact based on client needs and SLAs
- Ensure tickets are categorized and documented properly
Dispatching and Scheduling
- Assign tickets to technicians based on skillset, availability, and urgency
- Manage technician calendars for onsite and remote work
- Coordinate scheduling with clients
Workflow Management
- Monitor ticket statuses and ensure forward progress
- Follow up on tickets waiting on clients or vendors
- Prevent ticket stagnation and backlog
SLA and Performance Monitoring
- Track SLA response and resolution targets
- Identify tickets at risk of breach and escalate as needed
- Support reporting on ticket volume, aging, and workload
Communication
- Act as a liaison between clients and the service team
- Provide updates on scheduling and delays
- Communicate clearly with technicians and leadership
Qualifications
Required
- Experience in dispatching, scheduling, or coordination preferred
- Strong organizational and time management skills
- Ability to multitask in a fast-paced environment
- Excellent written and verbal communication skills
Preferred
- Experience in a Managed Service Provider (MSP) environment
- Familiarity with ticketing systems (Halo PSA or similar)
- Exposure to RMM tools such as NinjaOne
- Basic understanding of IT support concepts
What Success Looks Like
- Tickets are assigned quickly and accurately
- Technician schedules are efficient and well-managed
- SLA targets are consistently met
- Ticket backlog and aging are minimized
- Communication with clients and team is clear and professional
Compensation and Benefits
- Hourly pay range: $17–$24/hour (based on experience)
- Paid time off and Health Benefits
- Growth opportunities within the organization
- Exposure to IT service operations and leadership
Salary : $17 - $24