Job Description

Job Title: MSP Dispatcher

Location: Cleveland, OH (On-site/Hybrid/Remote, specify as needed)

Job Type: Full-Time

Overview:

We’re working with a Managed Service Provider (MSP) seeking a Dispatcher to serve as a central figure in their service operations. This individual will be responsible for managing incoming support requests, scheduling resources, and helping ensure timely resolution of client issues. Experience using ConnectWise is essential, as it's the primary tool used to manage tickets, scheduling, and communication across the technical team.

Key Responsibilities:

• Monitor and manage the ConnectWise ticket queue, triaging issues and assigning them based on priority, resource availability, and SLA requirements.
• Serve as the primary point of coordination between clients and technical staff.
• Proactively communicate updates and timelines to clients regarding their service requests.
• Track service delivery progress, escalating urgent matters as needed to keep workflows on track.
• Assist in maintaining accurate documentation of service tickets, time entries, and client communications.
• Help maintain SLA compliance by ensuring tickets are responded to and resolved within required timeframes.
• Collaborate with the operations team to improve dispatch procedures and customer satisfaction.

Required Experience & Skills:

• Previous experience in a Dispatcher or Service Coordinator role within an MSP.
• Strong working knowledge of ConnectWise Manage (ticketing, dispatch portal, and scheduling functions).
• Excellent organizational and time management skills.
• Clear and professional communication style—both written and verbal.
• Ability to manage competing priorities and remain calm in a fast-paced environment.

Nice to Have:

• Familiarity with IT service delivery frameworks (ITIL, NOC/SOC environments, etc.).
• Experience working with remote teams or supporting multiple clients simultaneously.

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