[Hiring] Dispatcher (IT Operations & Service Coordination Specialist) @Netsurit

Role Description

We are looking for a Dispatcher (IT Operations & Service Coordination Specialist) to act as the operational backbone of our service delivery function. This is not a helpdesk role. This role is about ownership, coordination, and control of ticket flow, escalations, and SLAs in a fast-paced MSP environment. You will work directly with Netsurit clients, all of whom are based in the United States, coordinating closely with engineers and stakeholders to ensure service continuity, clear communication, and exceptional customer experience. Experience working with US-based clients and US business hours is strongly preferred.

What You'll Be Responsible For

• Ticketing, Queues & Escalations
  • Triage, assign, and manage incidents across their full lifecycle
  • Monitor inbound queues and escalation paths
  • Proactively prevent SLA breaches
  • Coordinate complex escalations across multiple technical teams (Experience with Remedy BMC is highly relevant and transferable to ConnectWise PSA.)
• SLA Management, Reporting & Service Control
  • Monitor SLA performance and service metrics
  • Produce operational, incident, and backlog reporting
  • Identify trends and recommend workflow improvements
  • Support continuous service improvement initiatives
• Client & Team Coordination
  • Serve as the central coordination point between clients, engineers, vendors, and internal stakeholders
  • Communicate directly with US-based clients in a clear, professional, and confident manner
  • Manage VIP and high-priority clients with accuracy and urgency
  • Support distributed teams across time zones
• Documentation & Process Excellence
  • Maintain accurate ticket notes and documentation
  • Ensure changes and maintenance activities are validated and well communicated
  • Align operational processes with ITIL best practices
• After-Hours & High-Pressure Operations
  • Confidently support night-shift and after-hours operations
  • Remain calm, structured, and decisive under pressure
  • Manage multiple priorities without sacrificing quality or accuracy

Qualifications

• 5+ years in IT Operations, Service Coordination, or IT Support
• Proven experience managing high ticket volumes, escalations, and SLAs
• Background supporting MSP or enterprise environments
• Experience working directly with US-based clients (strongly preferred)

Requirements

• Ticketing and coordination tools (Remedy BMC, ConnectWise PSA or similar)
• Microsoft 365 and SharePoint
• SAP, Intellidispatch, RDC, Avaya (advantageous)
• Solid understanding of infrastructure, networking, and support workflows

Benefits

• Highly organized, detail-oriented, and proactive
• Strong time management and multitasking ability
• Clear, customer-focused communication skills
• Confident stakeholder and vendor coordination
• Strong respect for SLAs, process, and service quality

Education & Certifications (Highly Valued)

• National Certificate in IT Systems Support or Networking
• ITIL-aligned service delivery experience
• Certifications in cybersecurity, project management, Agile, or data fundamentals

Artificial Intelligence Innovation

Join Netsurit at the forefront of AI transformation—where technology meets ambition. Help us design, implement, and scale intelligent solutions that empower our clients to automate processes, uncover insights, and accelerate growth. Leverage tools like Microsoft Copilot, Azure AI, and custom machine learning models to turn data into meaningful business outcomes. Be part of a team that's shaping the future of AI-powered innovation.

Please share your experience and knowledge in AI as part of your application; we'd love to see how you can help us drive what's next.

Note to Agencies

Principals only. No recruiters, no agencies, no unsolicited services.