[Hiring] IT Managed Services Dispatcher @Kraft & Kennedy

Role Description

The Support Practice Group of Kraft Kennedy is seeking applicants for the full-time position of Technical Dispatcher. This full-time position reports to the Service Manager and will work closely with co-workers, senior technical staff, and other support staff in this collaborative, highly active, engaging environment.

• Act as first point of contact to the customer for all types of service requests.
• Balance incoming work with available team members to maximize team utilization.
• Pre-process service requests as they arrive through email, phone, manual entry, or direct customer input, including detailing the technical components of the problem and gathering information from remote monitoring tools.
• Schedule internal and field technical resources on the ConnectWise dispatch portal.
• Monitor resource schedules to ensure prompt time entry on service requests.
• Communicate with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
• Improve customer service, perception, and satisfaction.
• Ability to work in a team and communicate effectively.
• Escalate service requests that cannot be scheduled within agreed service levels.
• Enter all work as service tickets into ConnectWise.
• Experience with technology Managed Service Providers.
• Very organized and detail-oriented, with a high degree of accuracy and follow-up.
• Experience working at a managed service provider as a dispatcher is preferred.
• Experience with ConnectWise is preferred.
• Interpersonal skills: such as telephony skills, communication skills, active listening, and customer care.
• Ability to multi-task and adapt to changes quickly.
• Technical awareness: ability to match resources to technical issues appropriately.
• Service awareness of all organization’s key IT services for which support is being provided.
• Self-motivated with the ability to work in a fast-moving environment.

Qualifications

• Must live in one of the following locations: Connecticut, Delaware, Florida, Georgia, Illinois, Maryland, Massachusetts, New York, South Carolina, North Carolina, Tennessee, Texas, Utah, Vermont, DC, Kentucky, Pennsylvania, Ohio, or Washington.

Requirements

• The base pay for this position has a salary range of $45,000 to $50,000.
• The actual salary offer will take into account a wide range of factors including the individual’s qualifications, experience, as well as location.
• Certain positions are eligible for bonuses.

Benefits

• Family oriented team environment with strong emphasis on work-life balance.
• Medical, dental, HSA, life, and long-term disability insurance.
• 401k with company match.
• Phone reimbursement.
• Holidays/vacation/sick days.
• Cutting edge training on the latest technologies.
• Employee referral bonus program.

Company Description

Kraft Kennedy is a multidisciplinary consulting firm with expertise in technology strategies, application specialties, managed services and proactive support, technology and management consulting, and technology infrastructure. Combining this knowledge, our focused teams are dedicated to meeting the needs of our clients.

If you are looking for a place where teamwork, client service, integrity, excellence, professionalism, and continuous learning are core values, then Kraft Kennedy may be the place for you.