Senior IT Help Desk Dispatcher & SLA Champion

Solarus Technologies Inc.; New York (NY); On-site; USD 65,000 - 95,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage (

401(k) Non-Elective Employer Contrib.

Paid time off (17+ days in year 1)

Job summary

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.

Qualifications

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

Responsibilities

• 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.

Skills

Leadership

Dispatching

Customer service

Problem solving

Prioritization

Tools

ConnectWise Manage

PSA

Scheduling platforms

Job description

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.