Service Desk Dispatcher

Valid8 Financial, Inc.; Augusta (GA); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Paid certifications

Generous PTO

Medical, dental, vision insurance

Job summary

Premier Networx is seeking a motivated Service Desk Dispatcher to join our Augusta-based MSP team. You will manage all incoming service tickets, prioritize and schedule work, and coordinate internal resources to meet SLAs, ensuring fast, high-quality service delivery for clients in the Augusta area.

You will serve as the central hub for dispatch, maintaining clear communication, prioritizing tasks, and supporting theService Desk Manager to optimize resource utilization and ticket completion

Qualifications

• 1 year in dispatch/coordination or 2 years in admin support (MSP/IT experience a plus).
• Strong multitasking skills in a fast-paced environment.
• Excellent interpersonal and communication skills (phone & email).
• Basic knowledge of computer systems, IT terminology, and technical environments.
• Familiarity with ticketing systems (ConnectWise or similar).
• Strong organizational skills and prioritization.
• Ability to work independently and in a team.

Responsibilities

• Serve as the first point of contact for client service requests and incidents.
• Triage incoming tickets and dispatch via phone, email, or portal per policies.
• Schedule and dispatch service desk and field technicians based on skill, priority, and availability.
• Monitor and adjust technician schedules to optimize resource utilization and meet SLAs.
• Maintain accurate ticket notes and escalate issues or scheduling conflicts as needed.
• Keep clients informed with status updates throughout the ticket lifecycle.
• Coordinate with the Service Desk Manager to report utilization and completion rates.
• Identify bottlenecks or inefficiencies in the dispatch process.
• Improve productivity by optimizing assignments and reducing idle time.
• Support policies and procedures to ensure effective ticket handling.

Skills

Multitasking

Interpersonal communication

Client service

Ticketing systems knowledge

Organizational skills

Independent and collaborative work

Typing proficiency

Tools

ConnectWise

Job description

We’re searching for a motivated and detail-oriented Service Desk Dispatcher to join our growing managed service provider (MSP) team at Premier Networx! This critical role serves as the central hub for coordinating and scheduling our technical team to respond to client service requests. You’ll be the first point of contact for incoming tickets, ensuring fast, efficient, and high-quality service delivery to our clients across the greater Augusta area.

Our Culture

At Premier Networx, we believe in continuous learning, accountability, and a team-first mindset. Our people are passionate about technology, and even more passionate about helping others. We value curiosity, clear communication, and a genuine desire to serve.

Strive for excellence in everything we do

Make a positive impact with every interaction

Are committed to continuous learning and growth

Foster a fun, energetic, and collaborative environment

Value and support each team member

Believe that together, we can achieve great things

Our Core Values

Proactive Ownership – Take initiative, assume responsibility, and drive results

Client Experience First – Put client satisfaction and success at the center

Unrelenting Dedication – Deliver excellence even through challenges

Promises Kept – Do what we say and honor our commitments

Embraces Change – Stay adaptable and embrace innovation and growth

What We Offer

A growth-focused, learning-first environment with paid certifications

Tailored career development based on your goals and interests

Generous PTO, holidays, and comp time

Medical, dental, and vision insurance (including life and disability)

IRA retirement plan with company match

Your Role as a Service Desk Dispatcher

As the Service Desk Dispatcher, you will play a vital role in ensuring the efficiency and responsiveness of our technical team. You will manage all incoming service tickets, prioritize and schedule work, and coordinate internal resources to meet our SLAs. Your communication skills, attention to detail, and ability to adapt quickly will be key to providing excellent client service and maintaining operational flow within the service desk.

Duties and Responsibilities

Serve as the first point of contact for client service requests and incidents

Triage incoming tickets and dispatch tickets submitted via phone, email, or the service portal in line with company policies, processes, and procedures

Schedule and dispatch service desk and field technicians based on skillset, priority, and availability

Monitor and adjust technician schedules to ensure maximum resource utilization and SLA compliance

Maintain accurate ticket notes and escalates issues or scheduling conflicts as needed

Keep clients informed throughout the lifecycle of their service request, including status updates and changes

Prioritize service tickets according to urgency and impact

Coordinate with the Service Desk Manager to report resource utilization and ticket completion rates

Assist in identifying bottlenecks or inefficiencies in the dispatch process

Improve team productivity by optimizing technician assignments and reducing idle time

Work with technicians to support and champion policies, processes, and procedures to ensure effective and efficient ticket handling.

Experience and Qualifications

1 year of work directly in dispatch, coordination, or 2 years of administrative support role preferred (MSP or IT services experience is a plus)

Strong multitasking skills with the ability to adapt quickly in a fast-paced environment

Excellent interpersonal and communication skills, including phone and email etiquette as well as teamwork

Basic knowledge of computer systems, IT terminology, and technical environments

Familiarity with ticketing systems (ConnectWise or similar tools preferred)

Strong organizational skills and the ability to prioritize work effectively

Ability to work both independently and collaboratively with a team

Commitment to delivering excellent client service and consistent follow-through

Other Requirements

Regular, reliable on-site attendance in our Augusta office (this is not a remote position)

Ability to pass a background check

Typing proficiency for fast and accurate ticket entry

Why Work With Us?

Be a central part of the engine that keeps the service desk running smoothly

Grow your skills in a fast-paced IT services environment

Gain exposure to technical operations and career growth opportunities within a growing MSP

Work in a supportive and team-driven culture that values excellence and client satisfaction