IT Service Dispatch Lead (On-Call & After-Hours)

Htspc; Crestwood (IL); On-site; USD 42,000 - 65,000; Full time

Job summary

Heritage Technology Solutions in Crestwood, IL is seeking a Service Desk Dispatcher to maximize utilization of internal and field resources through daily dispatch of service requests. You will act as the single point of contact for clients and coordinate engineers for remote or onsite support.

Responsibilities include intake of service requests, scheduling via the ConnectWise portal, monitoring time entries, and communicating incident progress to clients.

Qualifications

• Ability to plan and prepare written communications.
• Strong client relations and multitasking skills.
• Effective teamwork and clear communication under pressure.
• Familiarity with ConnectWise or similar dispatch systems.

Responsibilities

• Act as single point of contact for all service requests.
• Coordinate internal and field resources for remote or onsite support.
• Pre-process service requests and schedule via the ConnectWise portal.
• Monitor time entries and ensure real-time ticket updates.
• Communicate incident progress to clients and escalate to Service Manager when needed.
• Improve client service and satisfaction; ensure timely billing and SLA adherence.

Skills

Written communication

Team leadership

Client relations

Multitasking

Effective communication

Tools

ConnectWise

Job description

Heritage Technology Solutions in Crestwood, IL is seeking a Service Desk Dispatcher to maximize utilization of internal and field resources through daily dispatch of service requests. You will act as the single point of contact for clients and coordinate engineers for remote or onsite support.

Responsibilities include intake of service requests, scheduling via the ConnectWise portal, monitoring time entries, and communicating incident progress to clients.