[Hiring] IT Help Desk Dispatcher @68671d2f-0e18-4907-ba05-6cfd596ea74a

Role Description

The IT Help Desk Dispatcher serves as the central operational hub for all incoming IT support requests. This role is responsible for triaging incidents, dynamically assigning work to appropriate technical resources, monitoring ticket queues, and ensuring service level objectives (SLAs) are met. Operating in a fully remote capacity, the Dispatcher plays a critical role in maximizing technician efficiency, improving customer satisfaction (CSAT), and maintaining operational visibility across geographically distributed IT support functions.

• Service Request Coordination & Triage: Receive and review support requests via phone, email, and portal. Accurately categorize, prioritize, and route tickets based on technician availability, skill sets, current workloads, and service priority.
• Queue Management & SLA Compliance: Continuously monitor remote ticket queues and identify aging tickets. Coordinate corrective actions to prevent SLA violations and ensure timely resolutions.
• Customer Service & Communication: Serve as the primary virtual point of contact for end users. Provide professional updates regarding ticket status and timelines, and translate technical concepts into business-friendly language.
• Escalation & Incident Support: Promptly escalate high-impact, business-critical issues using established procedures. Follow up with both users and IT staff to maintain steady resolution progress.
• Operational Reporting & Documentation: Maintain precise ticket documentation within the ITSM platform. Assist in generating reports on performance metrics (e.g., ticket volume, response times, trends) and help maintain internal knowledge base articles.
• Process Improvement: Recommend workflow optimizations for the service desk, participating in ITIL-aligned incident, problem, and change management continuous improvement initiatives.

Qualifications

• Education: Associate degree in Information Technology, Business Administration, or a related field preferred.
• Experience: Minimum 2 years of experience in customer service, service desk operations, dispatching, scheduling, or administrative coordination.
• Systems Literacy: Hands-on experience working within an ITSM platform (e.g., ServiceNow, Freshservice, HaloITSM, Jira Service Management, ManageEngine).
• Technical Familiarity (Preferred): Previous experience in a technical support environment. Understanding of core IT concepts including Windows OS, Microsoft 365, Active Directory/Entra ID, networking fundamentals, and endpoint management.
• Certifications (Preferred): ITIL Foundations certification or familiarity with ITIL service management frameworks.
• Remote Workplace Requirements: Must have a reliable, high-speed internet connection and a quiet, professional home office workspace free from distractions.

Key Competencies

• Customer Focus & Empathy: Proven ability to preserve a positive, calm, and professional customer experience while troubleshooting stressful user issues over remote channels.
• Organization & Multi-Tasking: Exceptional capability to balance multiple queues, fluid escalations, and competing priorities simultaneously under tight pressure.
• Collaborative Communication: Strong verbal and written communication skills to seamlessly bridge the gap between end users, technical staff, vendors, and management across a distributed workforce.

Performance Metrics

• SLA compliance and first response times
• Ticket assignment accuracy and queue backlog reduction
• Customer satisfaction (CSAT) scores
• Efficient technician utilization and workload balancing

Equal Opportunity Employer

We are an Equal Opportunity Employer. This Company is dedicated to both the letter and the spirit of the equal opportunity employment laws. All applicants and all employees will be evaluated based on their ability, competence, and performance of the essential functions of their positions. There will be no discrimination based on race, sex, national origin, religion, age 40 and over, disability, sexual orientation, marital status, or any other classification which may be protected by federal, state, or local laws.