Client-Facing Service Desk Dispatcher & Coordinator

Tneus; Charlotte (NC); On-site; USD 40,000 - 65,000; Full time

Job summary

Network Essentials is seeking a Service Desk Dispatcher / Coordinator for an in-office role in Charlotte, NC. You will act as the traffic controller for the service desk, ensuring the right technician handles each issue while keeping clients informed and nothing falls through the cracks.

You will collaborate with clients, technicians, and the Help Desk Manager through the full ticket lifecycle, from initial request to resolution.

Qualifications

• 1–3 years of experience in dispatch, scheduling, customer service, or a related field.
• Strong computer skills and ability to learn new software quickly.
• MSP experience is preferred but not required.

Responsibilities

• Monitor and manage the service desk ticket queue throughout the day.
• Review, prioritize, categorize, and assign incoming tickets appropriately.
• Assign work based on technician skills, workload, urgency, and client requirements.
• Coordinate escalations between technicians and higher-level resources.
• Maintain accurate ticket and scheduling information in ConnectWise.

Skills

Organized

Detail-oriented

Strong communication

Prioritization

Multitasking

Education

High school diploma or equivalent

Tools

ConnectWise

CRM software

Ticketing software

Job description

Network Essentials is seeking a Service Desk Dispatcher / Coordinator for an in-office role in Charlotte, NC. You will act as the traffic controller for the service desk, ensuring the right technician handles each issue while keeping clients informed and nothing falls through the cracks.

You will collaborate with clients, technicians, and the Help Desk Manager through the full ticket lifecycle, from initial request to resolution.