Service Dispatcher / IT Service Coordinator

This is a remote position. Overview: We are seeking a highly organized, proactive Service Dispatcher / IT Service Coordinator to join our MSP support operations. This role is critical to our service delivery, ensuring efficient ticket triage, technician scheduling, and customer satisfaction. Candidates should be experienced in ConnectWise PSA and have a working understanding of the Sea-Level Operations Framework for MSPs. You will act as the “quarterback” of the support team — triaging tickets, managing technician schedules, ensuring SLAs are met, and serving as a key liaison between clients and the technical team. Key Responsibilities: Ticket Management & Triage - Review and triage inbound service tickets, assigning priority based on impact and urgency - Categorize, schedule, and dispatch tickets using ConnectWise PSA - Route tickets to the correct resource (onsite tech, remote support, escalations) based on skill and availability - Ensure proper documentation and time entries in ConnectWise per Sea-Level standards Scheduling & Resource Coordination - Schedule onsite and remote support technicians according to skillsets, urgency, and client needs - Actively manage the dispatch calendar, adjusting in real-time to accommodate emergencies or reassignments - Coordinate with project teams to avoid resource conflicts Service Desk Oversight - Monitor aging tickets and ensure timely follow-ups - Maintain SLA compliance and escalate risks to team leads or managers - Be the first point of contact for escalations, ensuring proper communication to clients and internal teams Client Communication - Communicate updates to clients on service requests, scheduling, and resolution status - Maintain professional, courteous, and clear communication through all client interactions - Ensure ticket closure includes client confirmation and resolution details Operational Alignment (Sea-Level Framework) - Follow Sea-Level-recommended workflows for ticket handling, escalation, documentation, and scheduling - Support and reinforce ConnectWise best practices (statuses, workflows, priorities, SLA tracking) - Participate in daily huddles and weekly service meetings to review metrics and ticket backlog - Maintain adherence to KPIs such as First Response Time, Time to Resolution, and Technician Utilization Requirements Required Experience & Skills: Must-Have - 2+ years of experience in an MSP or IT support environment - Proficient in ConnectWise PSA (Service Boards, Dispatch Portal, SLAs, time entries, workflows) - Working knowledge of the Sea-Level MSP process framework - Experience managing multiple tickets and technicians across dynamic environments - Ability to work across multiple time zones, including US hours Soft Skills - Excellent written and verbal communication - Strong organizational and time management skills - Able to stay calm and professional under pressure - Attention to detail and ability to multitask effectively - Client-first mindset Preferred Qualifications: - Familiarity with ITIL foundations or similar service delivery standards - Previous experience in a remote or distributed team setup - Experience with other ConnectWise modules (Automate, Sell, or Manage integrations) - Familiarity with NOC or after-hours dispatching KPIs You Will Be Measured On: - Time to first response - Percentage of tickets scheduled within SLA - Percentage of time entries and notes completed on time - Technician utilization and billable hours - Client satisfaction (CSAT) scores on service tickets Remote Work Requirements All our positions are fully remote (work from home). To ensure smooth operations, performance, and compliance with our standards, all team members must meet the following requirements: Internet & Power Backup • Minimum 100 Mbps fiber internet connection • Battery backup/power solution for your internet connection to prevent downtime during outages Device & Hardware • Bring Your Own Device (BYOD) with battery backup • Noise-cancelling headset for clear communication on calls and meetings Minimum Device Specifications • Intel i5 processor or higher • 8–16+ GB RAM • Less than 5 years old • Device must be dedicated solely to work purposes (no personal use permitted) to ensure cybersecurity compliance