Service Desk Dispatcher

The Kraft Group; Foxborough (MA); On-site; USD 29,000 - 38,000; Full time

Job summary

The Kraft Group in Foxborough, MA is seeking a Service Desk Dispatcher to be the primary IT support contact, triaging and routing incidents within the ITSM system and delivering strong customer service.

You will log, prioritize, and escalate requests, monitor queues, and provide Tier I support for Windows, Microsoft 365, printers, VPN, and mobile devices. On-site support at Gillette Stadium and corporate offices is required.

Qualifications

• High School diploma required; associate’s degree in IT or equivalent preferred.
• 2-4 years of experience in a Help/Service Desk or customer support environment.
• Familiarity with Windows 11, macOS, iOS, and Microsoft 365; experience with MS Teams and enterprise desktops.
• Working knowledge of password management and basic networking concepts.
• Experience with IT ticketing systems such as ServiceDesk Plus or similar platforms.

Responsibilities

• Serve as the primary point of contact for IT support requests via phone, email, or walk-up.
• Log, categorize, prioritize, assign, and maintain incident records in the ITSM platform.
• Monitor ticket queues and communicate status updates to customers.
• Dispatch requests to appropriate IT teams and escalate as needed.
• Provide Tier I diagnostic support for Windows, printers, VPN, and MS 365 issues.
• Offer on-site support at Gillette Stadium and corporate offices.

Skills

Windows 11

macOS

iOS

Microsoft 365

MS Teams

Intune

IT ticketing

Remote support

Customer service

Communication

Prioritization

Education

High School diploma

Associate degree preferred

Tools

ServiceDesk Plus

Intune

Job description

Job DetailsJob Location: Kraft Group - Foxborough, MA 02035Position Type: Full TimeEducation Level: Associate DegreeSalary Range: $21.15 - $27.90 HourlyJob Shift: DayJob Category: Technical/Analytics

SUMMARY

The Service Desk Dispatcher serves as the primary point of contact for Information Technology support requests across The Kraft Group and affiliated business operations. This role is responsible for delivering exceptional customer service by triaging, documenting, prioritizing, and coordinating incidents and service requests through the IT Service Management (ITSM) platform.

In addition to resolving basic Tier I issues, the Dispatcher ensures incidents are assigned to the appropriate support teams, monitors ticket queues for SLA compliance, communicates status updates to customers, and helps maintain efficient IT operations, including support for Gillette Stadium events and other business initiatives.

DUTIES AND RESPONSIBILITIES

• Serve as the primary point of contact for all IT support requests received via phone, email, walk-up, and the IT Service Management (ITSM) platform, ensuring requests are acknowledged, documented, and routed in accordance with established procedures.
• Accurately log, categorize, prioritize, assign, and maintain incident and service request records in the ITSM platform in accordance with Service Level Agreements (SLAs) and established support processes.
• Monitor ticket queues to ensure timely response, assignment, escalation, and resolution of support requests. Leverage aging reports to proactively manage tickets by ensuring timely communication, accurate status updates, and estimated resolution timelines are consistently documented in the ticketing system.
• Dispatch service requests and incidents to the appropriate IT support teams. Escalate critical incidents and Ownership or VIP requests following established IT operational procedures.
• Diagnose and resolve Tier I technical issues involving Windows workstations, Microsoft 365 applications, printers, mobile devices, password resets, VPN connectivity, and common software issues.
• Provide in-person support through the Technology Walk-Up Center while delivering exceptional customer service. Resolve issues whenever possible during the initial customer interaction and accurately document troubleshooting steps and resolutions within the ticketing system.
• Coordinate employee onboarding and offboarding requests by preparing equipment, coordinating account provisioning, and facilitating system access in accordance with established timelines.
• Maintain accurate inventory and asset records by supporting equipment deployment, check-in/check-out activities, and lifecycle management processes.
• Create and maintain knowledge articles, support documentation, and standard operating procedures.
• Participate in technology deployments, equipment refreshes, and special IT projects as assigned.
• Provide support during evenings, weekends, holidays, and event-day operations as required.
• Special projects and assignments as business dictates
• Responsible for the creation, maintenance and control of all personal identifiable information or any other information protected by Confidentiality and Privacy Standards see Mass Regulations on Personal Identity Regulations and HIPAA

SUPERVISORY RESPONSIBILITIES

This position has no supervisory responsibilities.

SKILLS AND QUALIFICATIONS

• High School diploma required; associate’s degree in information technology or equivalent technical training preferred.
• 2-4 years of experience in a Help/Service Desk, or customer support environment
• Familiarity with Microsoft Windows 11, macOS, Apple iOS, and Microsoft 365 applications and experience supporting Microsoft 365, MS Teams, Intune, and enterprise desktop environments.
• Working knowledge of password management and basic networking concepts.
• Experience with IT ticketing systems such as ServiceDesk Plus or similar ITSM platforms preferred.
• Familiarity with remote support tools, endpoint management platforms, and asset management systems.
• Excellent customer service skills with a professional and courteous demeanor.
• Strong verbal and written communication skills.
• Ability to accurately prioritize incidents based on business impact and urgency and remain calm and organized while managing multiple priorities in a fast-paced environment.
• Must have attention to detail and focused concentration
• Must be able to learn new tasks and complete tasks independently
• Must be able to make timely decisions in the context of the workflow
• Must possess strong organizational skills, ability to multi-task and responsiveness

PHYSICAL DEMANDS

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT

Onsite at Gillette Stadium and corporate offices in Foxborough, Massachusetts.

Moderate office noise level with frequent customer interaction.

Requires ability to support evenings, weekends, holidays, and event-day operations as business needs dictate.

CERTIFICATES, LICENSES, REGISTRATIONS

• CompTIA A+ certification or equivalent technical certification preferred.
• ITIL Foundation certification or familiarity with ITIL Service Management principles preferred.

OTHER DUTIES

This job description is not intended to be a comprehensive list of all duties, responsibilities, or activities required for the role. Duties and responsibilities may change at any time, with or without notice.

This company is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

Qualifications