Service Desk Dispatch Lead

Microbyte Solutions Ltd; Peterborough; On-site; GBP 30,000 - 40,000; Full time

Job summary

Microbyte Solutions Ltd seeks a proactive service desk coordinator to ensure tickets land with the right person at the right time. You will drive the dispatch process, keep queues healthy and provide updates to clients and engineers.

You may come from a service desk or coordination background. The role combines technical ticket reading with strong organisation, prioritising workloads, and owning outcomes in a fast-paced MSP environment based at our Peterborough head office.

Qualifications

• Experience on an IT service desk (1st or 2nd line) or a service coordination/dispatch role.
• Ability to read tickets and assess urgency, complexity and ownership.
• Highly organised and calm under pressure in a busy desk.
• Strong communication with clients and engineers.
• Proactive ownership, chasing updates and following through.
• Familiarity with PSA or ticketing systems is advantageous.
• Experience with MSP environments is desirable.

Responsibilities

• Manage ticket dispatch with the service desk, matching tickets to engineers by skill set, workload and urgency.
• Perform 72‑hour checks to catch stale tickets, chase updates and move progress.
• Run regular case rundowns with engineers to balance workloads and prioritise lists.
• Provide clear, honest updates to clients on ticket progress.
• Monitor queues daily and rebalance work to prevent bottlenecks.
• Escalate risks, ageing tickets and capacity concerns to leadership.
• Identify recurring patterns and feed improvements into desk processes.
• Keep dispatch and scheduling data accurate in the ticketing system.

Skills

IT service desk

Ticket prioritisation

Organisational skills

Client communication

Ownership

Ticketing systems

Positive attitude

Tools

PSA software

Job description

Microbyte Solutions Ltd seeks a proactive service desk coordinator to ensure tickets land with the right person at the right time. You will drive the dispatch process, keep queues healthy and provide updates to clients and engineers.

You may come from a service desk or coordination background. The role combines technical ticket reading with strong organisation, prioritising workloads, and owning outcomes in a fast-paced MSP environment based at our Peterborough head office.