IT Managed Services Dispatcher

Kraft & Kennedy, Inc.; North Carolina; Remote; USD 45,000 - 50,000; Full time

Benefits offered by this job

Medical, dental, HSA, life and long-term disability insurance

401k with company match

Phone reimbursement

Holidays/vacation/sick days

Cutting edge training on latest technologies

Employee referral bonus program

Job summary

A leading consulting firm is seeking a full-time Technical Dispatcher for a remote position. The role involves being the first point of contact for customer service requests, balancing team workload, processing service requests, scheduling technical resources, and improving customer satisfaction. Candidates should have experience in Managed Service Providers, strong organizational and communication skills, and ideally familiarity with ConnectWise. The salary range is $45,000 to $50,000, with additional benefits like medical insurance and a 401k plan.

Qualifications

• Experience with technology Managed Service Providers.
• Attention to detail with high accuracy and follow up.
• Experience as a dispatcher at a managed service provider is preferred.
• Interpersonal skills including telephony, communication, and customer-care.
• Ability to multi-task and adapt quickly.

Responsibilities

• Act as first point of contact for customer service requests.
• Balance incoming work with team members to maximize utilization.
• Pre-process service requests and detail technical components.
• Schedule technical resources on the dispatch portal.
• Monitor schedules for prompt time entry on requests.
• Keep customers informed of incident progress.

Skills

Organizational skills

Communication skills

Customer-care skills

Active listening

Multi-tasking

Technical awareness

Tools

ConnectWise

Job description

Overview

Kraft Kennedy is a multidisciplinary consulting firm with expertise in technology strategies, application specialties, managed services and proactive support, technology and management consulting, and technology infrastructure. Combining this knowledge, our focused teams are dedicated to meeting the needs of our clients.

If you are looking for a place where teamwork, client service, integrity, excellence, professionalism and continuous learning are core values, then Kraft Kennedy may be the place for you.

The Support Practice Group of Kraft Kennedy is seeking applicants for the full-time position of Technical Dispatcher. You must live in one of these locations to be considered for this remote position. (Connecticut, Delaware, Florida, Georgia, Illinois, Maryland, Massachusetts, New York, South Carolina, North Carolina, Tennessee, Texas, Utah, Vermont, DC, Kentucky, Pennsylvania, Ohio or Washington.)

Roles And Responsibilities

• Act as first point of contact to the customer for all types of service requests
• Balance incoming work with available team members to maximize team utilization
• Pre-process service requests as they arrive through email, phone, manual entry, or direct customer input, including detailing the technical components of the problem and gathering information from remote monitoring tools
• Schedule internal and field technical resources on the ConnectWise dispatch portal
• Monitor resource schedules to ensure prompt time entry on service requests
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
• Improve customer service, perception, and satisfaction
• Ability to work in a team and communicate effectively
• Escalate service requests that cannot be scheduled within agreed service levels
• Enter all work as service tickets into ConnectWise

Requirements

• Experience with technology Managed Service Providers
• Very organized and detail oriented, with a high degree of accuracy and follow up
• Experience working at a managed service provider as a dispatcher is preferred
• Experience with ConnectWise is preferred
• Interpersonal skills: such as telephony skills, communication skills, active listening, and customer-care
• Ability to multi-task and adapt to changes quickly
• Technical awareness: ability to match resources to technical issues appropriately
• Service awareness of all organization's key IT services for which support is being provided
• Self-motivated with the ability to work in a fast-moving environment

The base pay for this position has a salary range of $45,000 to $50,000. The actual salary offer will take into account a wide range of factors including the individual's qualifications, experience as well as location. In addition, certain positions are eligible for bonuses.

Kraft Kennedy is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, veteran status or any other characteristic protected by law.

Benefits

• Family oriented team environment with strong emphasis on work life balance
• Medical, dental, HSA, life and long-term disability insurance
• 401k with company match
• Phone reimbursement
• Holidays/vacation/sick days
• Cutting edge training on the latest technologies
• Employee referral bonus program