Service Desk Dispatcher: Master Tech Scheduling & SLA

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

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