Lead Dispatcher

Solarus Technologies Inc.; New York (NY); Presencial; USD 65.000 - 95.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Medical, dental, and vision coverage (

401(k) Non-Elective Employer Contrib.

Paid time off (17+ days in year 1)

Descripción de la vacante

Solarus Technologies is seeking a Lead Dispatcher to oversee the service desk command center, directing technicians and prioritizing tickets in real time. You will ensure smooth operation, clear communication with clients, and strong SLA compliance while maintaining a calm, organized work environment.

The role emphasizes leadership, scheduling, and process governance within a fast-paced IT support setting, with opportunities to drive efficiency and customer satisfaction.

Formación

• Experience leading a dispatch or command-center team.
• Strong understanding of IT support workflows and SLAs.
• Ability to manage real-time priorities and escalations.

Responsabilidades

• Own daily dispatch execution and coverage planning.
• Monitor queues, categorize urgency, and assign tickets by skillset.
• Coordinate remote/onsite support windows and project scheduling.
• Enforce process hygiene and ensure clear documentation in PSA systems.
• Coach and develop dispatchers; report performance trends to the Help Desk Manager.

Conocimientos

Leadership

Dispatching

Customer service

Problem solving

Prioritization

Herramientas

ConnectWise Manage

PSA

Scheduling platforms

Descripción del empleo

What It Takes to Be a Lead Dispatcher at Solarus Technologies

Picture this: tickets are stacking up, priorities are shifting by the minute, and every technician on the floor is looking to you for direction. That's the energy of being a Lead Dispatcher at Solarus Technologies. You're the strategist behind our help desk command center — the person who turns chaos into a clear game plan, keeps engineers focused on the right work at the right time, and makes sure every client feels taken care of. When you're in your element, the whole team moves faster and with total confidence. If you love high-stakes problem-solving and want your work to make a visible difference every single day, this is where you belong.

You Might Be a Great Fit If...

• 1. You get a rush from helping people get back to work, and you own that outcome like it's personal.
• 2. You thrive on juggling priorities and making fast, confident calls on your feet.
• 3. You turn chaos into clarity across queues, workflows, and priorities, almost like a superpower.
• 4. You keep everything moving and stay composed, even when a major issue hits.
• 5. You balance speed and precision effortlessly, even as priorities shift by the minute.

You May NOT Be a Fit If...

• 1. You'd rather focus on one task at a time without interruptions.
• 2. Making tough prioritization calls on the fly makes you uneasy.
• 3. You don't enjoy the rush of fast-paced, real-time problem-solving.
• 4. You're looking for a purely technical role rather than a people-and-process one.
• 5. Dispatching runs on structure. Inconsistent process will throw you off your game.

Key Qualifications

Here's where you'll make your mark, day in and day out:

• Monitor queues: watch incoming boards for prompt response times.
• Categorize and prioritize: assess urgency and impact, and classify per SLAs.
• Smart assignment: route tickets by skillset, workload, availability, and client needs.
• Scheduling & Resource Coordination
• Coordinate remote support windows, onsite visits, and project scheduling.
• Balance workloads to prevent burnout or idle time; resolve scheduling conflicts on the fly.
• Confirm assignees have clear priorities, details, and prerequisites before starting.
• SLA Monitoring & Accountability
• Enforce process hygiene: engineers document troubleshooting steps, time entries, and clear internal notes in the PSA.
• Manage escalations with smooth handoffs to senior engineers or the Help Desk Manager.
• Client Communication
• Be a calm, personable voice for incoming requests and anxious callers.
• Set expectations with proactive updates on windows, delays, and ticket progress.
• De-escalate frustrated clients and recognize when management intervention is needed.
• Management and Leadership
• Own daily dispatch execution: run the service board, set dispatcher coverage, and keep every technician on clear, prioritized work.
• Hold dispatchers to established process day to day: ticket completeness, assignment standards, SLA handling, and clean ConnectWise Manage documentation.
• Coach dispatchers with regular feedback and flag performance concerns to the Help Desk Manager, who owns formal reviews and employment decisions.
• Track queue times, assignment quality, and SLA attainment, and report trends to the Help Desk Manager, who sets the targets and owns process design.

Qualifications and Skills

• Prior leadership, supervisory, mentoring, or senior-level experience preferred.
• Solid understanding of IT support, networking, and Microsoft technologies.
• Experience coordinating technicians; assessing workload, volume, and SLA performance.
• Knowledge of dispatching, ticket management, scheduling, escalations, and SLA compliance.
• Proficiency with PSA, ticketing, and scheduling platforms; ConnectWise Manage experience required.
• Strong leadership, customer service, and interpersonal skills; calm under pressure.
• Highly organized; strong decision-making and prioritization in fast-paced environments.
• Strong analytical and problem-solving skills; comfortable holding the team accountable.
• Excellent verbal, written, and documentation skills; strong typing accuracy.
• Detail-oriented, self-motivated, and adaptable to changing priorities.

Why You'll Love Working at Solarus

And beyond work you'll actually be proud of, we go all-in on taking care of you:

• Medical, dental, and vision coverage on our Employee Only base plan — 100% employer-paid, starting day one.
• A 3% 401(k) Non-Elective Employer Contribution after 90 days, no contribution required from you to earn it.
• 17 Paid Days Off in year one, growing to 22 by year three, plus 8 paid holidays and your birthday off every year.
• Real rewards for sticking around: an annual anniversary bonus, plus travel awards at your 5- and 10-year milestones.

Ready to turn the chaos into your command center? We'd love to see your application — let's build something great together.