Service Dispatcher - Managed IT Services

Integrated Technologies, Inc.; High Point (NC); Sur place; USD 48 000 - 56 000; Plein temps

Avantages offerts par ce poste

Health, dental, vision, and life보험

Paid time off + paid holidays

401(k) with company match

Résumé du poste

Integrated Technologies, Inc. in High Point, NC is seeking a dispatcher to answer client calls, capture issue details, and create service tickets so technicians have what they need before they start.

You will schedule daily and weekly work, assign tickets by skill and location, and communicate changes to clients to keep plans on track.

Qualifications

• Required: Dispatch experience at an MSP or a local service business (HVAC, plumbing, electrical, pest control, or similar).
• Experience scheduling field technicians across multiple jobs per day.
• Experience handling a steady call volume while keeping tickets and the schedule up to date.
• Comfort explaining schedule changes to clients and resetting expectations when a visit moves.
• Working knowledge of ticketing, CRM, or scheduling software.
• Basic computer skills: email, calendars, and spreadsheets.
• Familiarity with the Triad area is a plus.

Responsabilités

• Answer incoming client calls and capture the issue, urgency, and contact details on the first call
• Create and categorize service tickets in our ticketing system so technicians have what they need before they start
• Assign tickets to the right technician based on skill set, workload, and location
• Build and manage the daily and weekly schedule for onsite and remote work
• Call and email clients to schedule appointments, confirm visits, and reschedule when plans change
• Follow up on open tickets so nothing sits without an owner or a next step
• Escalate urgent issues to the service team when a client is down or a problem affects multiple users
• Schedule: Monday-Friday, 8:00 AM-5:00 PM

Connaissances

Dispatch experience

Scheduling field technicians

Ticketing/CRM familiarity

Communication skills

Basic computer skills

Triad area familiarity

Outils

Ticketing software

CRM software

Scheduling software

Description du poste

What You'll Do

• Answer incoming client calls and capture the issue, urgency, and contact details on the first call
• Create and categorize service tickets in our ticketing system so technicians have what they need before they start
• Assign tickets to the right technician based on skill set, workload, and location
• Build and manage the daily and weekly schedule for onsite and remote work
• Call and email clients to schedule appointments, confirm visits, and reschedule when plans change
• Follow up on open tickets so nothing sits without an owner or a next step
• Escalate urgent issues to the service team when a client is down or a problem affects multiple users
• Schedule: Monday-Friday, 8:00 AM-5:00 PM

About Integrated Technologies

Integrated Technologies is a locally owned managed service provider in High Point, serving businesses across the Piedmont Triad for 30 years. We support roughly 70 managed clients with IT management, cybersecurity, backup and disaster recovery, and Microsoft 365. When our clients call, a local person answers the phone. We don't outsource support overseas, and our technicians go onsite when the job calls for it. Our dispatcher is the first voice clients hear and the person who keeps our technicians' days on track.

• Required: Dispatch experience at an MSP or a local service business (HVAC, plumbing, electrical, pest control, or similar)
• Experience scheduling field technicians across multiple jobs per day
• Experience handling a steady call volume while keeping tickets and the schedule up to date
• Comfort explaining schedule changes to clients and resetting expectations when a visit moves
• Working knowledge of ticketing, CRM, or scheduling software
• Basic computer skills: email, calendars, and spreadsheets
• Familiarity with the Triad area is a plus

• Pay Rate: $48,000 - $56,000 (depending on experience and expertise)
• Health, dental, vision, and life insurance
• Paid time off + paid holidays
• 401(k) with company match