Service Desk Dispatcher: Growth‑Oriented IT Ops Coordinator

Premier Networx; Augusta (GA); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Paid certifications

Career development

Generous PTO, holidays, and comp time

Medical, dental, and vision insurance

IRA retirement plan with company match

Job summary

Premier Networx in Augusta, GA is seeking a Service Desk Dispatcher to coordinate and schedule our technical team to respond to client service requests. You will be the central hub for incoming tickets and ensure fast, high-quality service delivery for clients in the greater Augusta area.

You will manage tickets, prioritize work, and communicate effectively to keep clients informed throughout the service lifecycle, ensuring SLA compliance and efficient resource utilization.

Qualifications

• 1 year of dispatch/coordination experience; MSP/IT services experience is a plus
• Strong multitasking skills in a fast-paced environment
• Excellent interpersonal and communication skills, including phone and email etiquette
• Familiarity with ticketing systems (ConnectWise or similar)

Responsibilities

• Serve as the first point of contact for client service requests and incidents
• Triage incoming tickets and dispatch tickets via phone, email, or the service portal in line with company policies
• 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 escalate issues or scheduling conflicts as needed
• Keep clients informed throughout the lifecycle of their service request, including status updates
• 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 ticket handling

Skills

Multitasking

Communication

Interpersonal skills

Typing speed

Teamwork

Tools

ConnectWise

Job description

Premier Networx in Augusta, GA is seeking a Service Desk Dispatcher to coordinate and schedule our technical team to respond to client service requests. You will be the central hub for incoming tickets and ensure fast, high-quality service delivery for clients in the greater Augusta area.

You will manage tickets, prioritize work, and communicate effectively to keep clients informed throughout the service lifecycle, ensuring SLA compliance and efficient resource utilization.