MSP Service Dispatch Coordinator: Scheduling & Coordination

iSupport Worldwide; Manila; On-site; PHP 335,000 - 614,000; Full time

Benefits offered by this job

Free lunch

Onsite gym

Weekly fitness activities

Upskilling academy

Modern facilities

Sleeping quarters

Game area

Shower room

Job summary

iSupport Worldwide is seeking a Service Desk Coordinator in the Philippines to manage scheduling and dispatch of technical staff for client projects. You will act as the central liaison between clients, engineers, and management, ensuring timely updates and efficient service delivery.

The role requires strong organizational and communication skills, with experience in MSP environments and ticket management. Onsite work environment includes access to modern facilities and a collaborative team.

Qualifications

• 2+ years of experience in a Service Coordinator, Dispatcher, Service Desk Coordinator, or similar role.
• Experience supporting an MSP, IT Services, Helpdesk, or Service Desk environment.
• Experience managing ticket queues and dispatching resources.
• Experience with ticketing/service management platforms (e.g., ServiceNow, Zendesk, Freshservice, Autotask, HaloPSA, Jira Service Management, preferably ConnectWise).
• Understanding of ticket prioritization, escalation workflows, and SLA-driven environments.
• Strong customer service and communication skills.

Responsibilities

• Schedule and coordinate service tickets with clients and technical staff.
• Prioritize and assign tickets according to company standards and client needs.
• Balance workloads across available technical resources.
• Create tickets from client calls and resolve simple requests when appropriate.
• Schedule equipment deployments, installations, and other planned work.
• Review outstanding tickets and adjust priorities as needed. Ensure engineers have information, time, and resources needed.
• Identify and address scheduling conflicts, delays, and assignment issues.
• Coordinate routine, urgent, and emergency service requests.
• Maintain accurate schedules, calendars, and dispatch information in ConnectWise.
• Reschedule work as necessary to accommodate higher-priority issues.

Skills

Customer service

Communication

Organizational skills

Multitasking

Scheduling

MSP/IT services experience

Tools

ConnectWise

ServiceNow

Zendesk

Freshservice

Autotask

HaloPSA

Jira Service Management

Job description

iSupport Worldwide is seeking a Service Desk Coordinator in the Philippines to manage scheduling and dispatch of technical staff for client projects. You will act as the central liaison between clients, engineers, and management, ensuring timely updates and efficient service delivery.

The role requires strong organizational and communication skills, with experience in MSP environments and ticket management. Onsite work environment includes access to modern facilities and a collaborative team.