IT Connectwise Dispatcher

Job Description

This is a remote position.

SUMMARY

The IT Dispatcher ensures efficient ticket flow and client communication within the Service Delivery team. This role requires experience in ConnectWise PSA (Manage), strong triage skills, and the ability to align service requests with SLAs, engineer availability, and tier levels.

JOB RESPONSIBILITIES

• Triage and classify service requests (Type, Subtype, Item) and assign by priority, SLA, and engineer tier.
• Manage engineer schedules and balance workloads.
• Act as first point of contact for service calls, documenting and clarifying issues.
• Provide follow-ups and updates on open tickets.
• Identify and resolve service bottlenecks, escalating when necessary.
• Support ticket / time entry reviews, license procurement, and other duties as needed.
• Step in for the SDM when required to maintain ticket flow and escalations.
• Contribute ideas for service delivery improvements

QUALIFICATIONS

JOB REQUIREMENTS