What are the responsibilities and job description for the MSP Scheduler / Dispatcher position at IntegraONE?
We are seeking a highly organized and detail-oriented Scheduler / Dispatcher to serve as the critical link between our Sales and Service teams. This role is responsible for coordinating and scheduling pre-sales engagements, service requests, and escalations to ensure timely delivery and a seamless customer experience.
The ideal candidate has prior experience in a Managed Services Provider (MSP) environment and a foundational understanding of IT services, enabling them to effectively prioritize requests and align the right resources at the right time.
Key Responsibilities
· Act as the central coordination point between Sales, Service, and Customers
· Schedule and manage:
o Pre-sales discovery and scoping calls
o Engineering resources for projects and service tickets
o Escalations requiring immediate attention
· Utilize ConnectWise and TimeZest to manage scheduling workflows and engineer availability
· Ensure timely response and scheduling of incoming requests from Sales and Service teams
· Balance competing priorities and adjust schedules in real-time based on urgency and resource availability
· Communicate clearly with internal teams and customers regarding scheduling, delays, or changes
· Monitor ticket queues and proactively identify scheduling gaps or risks
· Help enforce scheduling processes and ensure proper use of tools and workflows
· Support continuous improvement efforts to streamline scheduling and dispatch operations
Qualifications
· Prior experience working in an MSP environment strongly preferred
· Basic understanding of IT services (help desk, networking, cloud, security, etc.)
· Experience with ConnectWise Manage (PSA) and/or TimeZest preferred
· Strong organizational and time management skills
· Exceptional attention to detail
· Ability to multi-task and prioritize in a fast-paced environment
· Strong communication skills with both technical and non-technical stakeholders
· Ability to remain calm under pressure and adapt to changing priorities
Key Competencies
· Attention to Detail – Ensures accuracy in scheduling and resource alignment
· Multitasking & Prioritization – Manages multiple requests without dropping the ball
· Communication – Keeps everyone aligned and informed
· Problem Solving – Navigates scheduling conflicts and resource constraints
· Accountability – Owns the scheduling process end-to-end
Why This Role Matters
This role is essential to delivering a high-quality customer experience. By ensuring the right resources are scheduled efficiently and effectively, the Scheduler / Dispatcher helps reduce delays, improve engineer utilization, and strengthen trust between Sales, Service, and our customers.
IntegraONE is looking for a talented team member who has a passion for technology and digital transformation. At IntegraONE, we believe companies and educational institutions that put technology at the center of their business win. This philosophy drives our passion for building better solutions from edge-to-cloud, that empower organizations to be secure, collaborative, and data-driven. As a premier technology solutions provider, IntegraONE has some of the highest credentialed engineers in the country, and a fantastic community built on trust, respect, and support. We know the work we do helps organizations of all sizes and industries to burst through barriers and deliver an exceptional customer experience. IntegraONE has offices in Allentown, Philadelphia, Harrisburg, Wilkes-Barre, and Pittsburgh
Equal Opportunity Employer IntegraONE is an equal-opportunity employer. All employment-related decisions and practices are free from unlawful discrimination. IntegraONE makes all hiring decisions.
IntegraONE is an employee-centric company with a fantastic culture, excellent benefits and an excellent reputation in the IT industry.
If you require reasonable accommodation during any part of the application or interview process due to a disability, please contact us to make the necessary arrangements