IT Service Desk Dispatcher & Incident Coordinator

Kraft Group LLC; Foxborough (MA); On-site; USD 46,000 - 62,000; Full time

Job summary

The Kraft Group LLC is seeking an IT Service Desk Dispatcher to be the main contact for IT support requests across the organization, triaging, documenting, prioritizing, and coordinating incidents in ITSM. You'll resolve Tier I issues, route tickets to the right teams, monitor SLA adherence, and communicate with customers.

This role includes in-person support at Gillette Stadium and corporate offices in Foxborough, MA, with evening and event-day coverage as needed.

Qualifications

• High School diploma required; associate's degree in IT preferred.
• 2–4 years in a Help/Service Desk or customer support role.
• Familiar with Windows/macOS/iOS and Microsoft 365.
• Experience with IT ticketing systems and remote support tools.

Responsibilities

• Serve as primary contact for IT support requests via phone, email, walk-up and ITSM.
• Log, categorize, prioritize, assign and maintain incident records per SLAs.
• Monitor queues, escalate critical incidents, and provide status updates.
• Provide Tier I support for Windows, M365, printers, VPN, and related issues.
• In-person support at the Walk-Up Center and document troubleshooting steps.
• Coordinate onboarding/offboarding and manage asset lifecycle.
• Create knowledge articles and SOPs; participate in IT projects.

Skills

Customer service

Communication

Prioritization

Multitasking

Organizational skills

Decision making

Attention to detail

Independent learning

Education

High School diploma

IT associate degree

Tools

ServiceDesk Plus

ITSM platforms

Job description

The Kraft Group LLC is seeking an IT Service Desk Dispatcher to be the main contact for IT support requests across the organization, triaging, documenting, prioritizing, and coordinating incidents in ITSM. You'll resolve Tier I issues, route tickets to the right teams, monitor SLA adherence, and communicate with customers.

This role includes in-person support at Gillette Stadium and corporate offices in Foxborough, MA, with evening and event-day coverage as needed.