Dispatch Support - IT Client Experience

Price Industries; Winnipeg; On-site; CAD 42,000 - 62,000; Full time

Job summary

Price Industries Limited in Winnipeg, Manitoba, is hiring an IT Client Experience Dispatcher / Coordinator to organize IT requests, coordinate across teams, and ensure timely ticket resolution.

You will communicate clearly with users, triage issues, and use knowledge bases and AI tools to move tickets forward while maintaining high quality and service levels. This onsite role supports our fast-paced environment.

Qualifications

• High school diploma required; related IT training is an asset.
• Experience with ITSM tools and IT support workflows.
• Excellent communication and multitasking abilities.

Responsibilities

• Owns support tickets in the ticketing system, triages and progresses them.
• Provide timely acknowledgment for every incoming request.
• Assign and route tickets based on workload and priority.
• Monitor unassigned tickets and establish ownership within timeframes.
• Identify urgent or VIP requests and escalate to resources.
• Maintain visibility across teams and track SLA adherence.
• Follow up on inactive tickets and close as needed.
• Validate ticket quality with clear summaries and proper categorization.

Skills

Organizational skills

Multitasking

MS Office

Prioritization

Attention to detail

Customer focus

ITSM tools

AI tools

Education

High school diploma

Post-secondary in IT/IS (asset)

Tools

Microsoft Office

Atlassian Jira

Job description

Who We Are:

Price Industries Limited, North America’s leading manufacturer and distributor of air distribution products (www.priceindustries.com ). The founding principles of Price have never changed – business integrity, first-class service, innovation and a commitment to people. Our dependable quality, reliable delivery, and knowledgeable follow-up service have made Price a market leader in supplying air distribution, critical controls, and noise control products.

After more than 60 years, Price remains a privately held family company with a deep heritage and commitment to innovation and service. Our long-standing vision, values, and the Price way of doing business are the cornerstones of our success.

We are a dynamic, progressive and innovative organization looking for new talent in our growing Winnipeg manufacturing facility. If you thrive on new challenges, and working in a friendly, team-driven environment, you should consider the following opportunity.

What You Can Expect:

Health and Dental - Employees and their families enjoy paid benefits covering an extensive list of medical and dental expenses and services.

Manulife Virtual Pharmacy - Access pharmacy services anytime, anywhere through the Manulife app, with eligible prescriptions delivered directly to your home.

Manulife Mental Health and Counselling Services - Access confidential mental health and wellness support through the Manulife app, with convenient options to book counselling, consultations, and guided programs all in one place.

Life and Disability - You will be provided with life insurance in a multiple of your salary with an option to purchase additional coverage.

Pension Matching Program - Invest in your future with each pay cheque through our Defined Contribution Pension Plan and we will match your contribution (up to 3% of your salary).

Wellness Reimbursement Program - Employees are eligible for a fitness centre or club membership reimbursement of up to $300 per year, this includes Fitness related App’s.

Personal and Professional Development - We are committed to helping you reach your potential through training and education.

Community Involvement - Generously supporting health, charities, youth, and education opportunities is our passion, and you’re invited to be a part of that.

• Our convenient Price Café offers free Tea and Coffee.

IT Client Experience Dispatcher / Coordinator

This is an onsite position based in Winnipeg, Manitoba.

You are someone who gets IT - but more importantly, you understand how IT work flows. You’re the person who naturally connects the dots, spots gaps, and ensures nothing falls through the cracks. You enjoy working with technology, but you thrive even more in organizing it, prioritizing it, and making sure the right people are working on the right things at the right time. This is a highly visible, fast-paced role.

You know how to talk to people. Whether it’s calming a frustrated user, asking the right probing questions, or nudging a teammate for an update, you communicate clearly and confidently. You recognize that every ticket represents someone needing help and you make sure they feel heard.

You are a problem solver. Not every issue is yours to fix but every issue is yours to move forward. You’re not afraid to step into unfamiliar territory, ask questions, or use tools like knowledge bases and AI to gather the right information. You understand that speed matters, but clarity and accuracy matter more.

You recognize that ticket quality, documentation, and follow-through are critical. No one loves administrative work, but you take pride in doing it well because it directly impacts the success of the entire support team.

Reporting to the Supervisor – IT Client Experience, you’ll act as the central hub of our support operation. You’ll monitor incoming requests, coordinate across teams, and ensure service levels are met. The job can be demanding, but you know how to manage expectations, prioritize effectively, and keep communication flowing.

Key Responsibilities

• Act as the central owner of the support requests in our ticketing platform, ensuring all tickets are reviewed, triaged, and progressed.
• Provide timely acknowledgment for every incoming request, ensuring users feel heard and supported.
• Assign and route tickets based on team workload, skillset, and priority.
• Proactively monitor unassigned tickets, ensuring ownership is established within defined timeframes.
• Identify and elevate urgent or VIP requests immediately, including direct communication with assigned resources.
• Maintain visibility across teams, bringing awareness to:
• High-priority incidents
• Tickets lacking action
• Use probing questions to set technicians up for success.
• Track and enforce SLA adherence, ensuring tickets are moving and not becoming stale.
• Follow up on inactive or stalled tickets and requests closed due to inactivity.
• Perform light-touch request fulfillment for simple, approval-based or low-complexity tasks.
• Continuously validate ticket quality, including:
• Clear and accurate summaries
• Correct request types
• Proper categorization and prioritization
• Adjust ticket priority based on impact and urgency, documenting rationale for changes.
• Reassign tickets as needed, especially when conflicts arise (e.g., out-of-office resources).
• Identify trends and provide early warning on potential incidents or outages.
• Manage duplicate tickets, linking and closing where appropriate.

Core Skills & Attributes

• High school diploma, GED, or equivalent required. Post-secondary education in a related field, such as Information Technology, Computer Systems Technology, Information Systems, or Business Information Technology, is considered an asset. An equivalent combination of education, coursework, training, and experience may be considered.
• Strong organizational and multitasking abilities
• Proficiency in utilizing the Microsoft Office suite of products.
• Ability to prioritize in a fast-paced environment
• High attention to detail and process discipline
• Customer-first mindset with a sense of urgency
• Familiarity with ITSM tools (e.g., Atlassian Jira) and support workflows
• Comfort using AI tools and knowledge bases to enhance efficiency

We welcome and encourage applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.We are an equal opportunity employer and value diversity. All employment is decided on the basis of qualifications, merit and business need.