Service Manager & Dispatcher

P3C Technologies LLC; West Bend (WI); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical & Dental

Flexible PTO

Continuing education

Paid certifications

Bonuses

Profit sharing

401k with match

Cell phone stipend

Gym membership

Job summary

P3C Technologies LLC is seeking a Service Manager / Dispatcher to coordinate our technical team, manage the service board, and ensure clients receive world-class support. You will bridge client needs and technical execution, ensuring SLAs are met while maintaining high team utilization and morale.

You will triage tickets, schedule resources across onsite and remote work, and monitor performance metrics like CSAT, MTTR, and SLA compliance.

Qualifications

• Calm under pressure in a fast-paced environment.
• Understand IT terminology (server vs printer errors).
• Translate tech-speak for clients clearly.
• Familiarity with MSP PSA tools is preferred.
• 2+ years in coordination/dispatching or management.

Responsibilities

• Review inbound service requests and categorize by priority, type and subtype.
• Assign tickets to technicians based on skill, availability and location.
• Manage schedules to maximize efficiency and billable utilization.
• Communicate status updates to clients and address complaints.
• Review closed tickets for documentation and CST/MTTR metrics.
• Lead daily Morning Scrums to plan the day’s priorities.

Skills

Dispatcher mindset

Tech-savvy

Communication

PSA proficiency

Experience in coordination

SLA achievement

Response time <30 min

Team utilization

CSAT target 4.8/5

Tools

ConnectWise

Autotask

SyncroMSP

Atera

HaloPSA

Job description

The Service Manager / Dispatcher is the heartbeat of P3C Technologies' service delivery. This dual-purpose role is responsible for coordinating the technical team, managing the \"service board,\" and ensuring that our clients receive a world-class support experience. You are the bridge between client needs and technical execution, ensuring that SLAs (Service Level Agreements) are met while maintaining high team utilization and morale.

Key Responsibilities

1. Service Coordination & Dispatching

• Ticket Triage: Review all inbound service requests (email, phone, portal) and categorize them by priority, type, and subtype.


• Resource Scheduling: Assign tickets to Level 1-4 technicians based on skill set, availability, and geographical location (for onsite visits).


• Calendar Management: Manage the technical team’s schedules to ensure maximum efficiency and billable utilization.


• Escalation Oversight: Monitor tickets that are nearing SLA breaches and reassign or escalatio...t ensure timely resolution.

2. Service Management & Quality Control

• Client Communication: Act as the primary point of contact for clients regarding status updates or service complaints.


• Ticket Auditing: Review closed tickets to ensure documentation is complete, time is logged accurately, and the \"P3C Way\" was followed.


• Process Improvement: Identify bottlenecks in the service workflow and suggest improvements to the CEO.


• Utilization Tracking: Monitor technician billability and ensure the team is meeting productivity targets.


• Reporting: Generate weekly reports on CSAT (Customer Satisfaction), Mean Time to Resolution (MTTR), and SLA compliance.


• Huddles: Lead daily \"Morning Scrums\" to review the day’s high-priority tasks and roadblocks.

Required Skills & Qualifications

• The \"Dispatcher Mindset\": Ability to remain calm in a fast-paced environment and juggle multiple moving parts simultaneously.


• Tech-Savvy: While you don't need to be a Level 3 Engineer, you must understand IT terminology (e.g., the difference between a server crash and a printer error).


• Communication: Exceptional verbal and written communication skills with a focus on \"translating\" tech-speak for clients.


• PSA Proficiency: Experience with MSP tools like ConnectWise, Autotask, SyncroMSP, Atera, or HaloPSA is highly preferred.


• Experience: 2+ years in a coordination, dispatching, or management role (ideally within an MSP or high-volume service industry).


• SLA Achievement: 95%+ of tickets responded to within the established window.


• Response Time: Average time to triage and assign a ticket < 30 minutes.


• Team Utilization: Maintaining an average team billable percentage of 75-80%.


• CSAT Score: Maintaining a \"Positive\" feedback rating average of 4.8/5.0.

Why Join P3C Technologies?

P3C Technologies LLC is a service started by Brad Otto in 1996, originally created to aid home users with their technology needs. The \"P3C\" originally stood for Personal Computer Construction and Consultation back in the day when building custom computers for people was still profitable!

Our business transitioned to (and is now) technology consulting services for the small and midsize business. The typical market we serve are small to medium sized businesses that do not employ a full-time IT staff.

We are a fast-growing firm with clients across a wide variety of industries. Our clients love our dedication to solving techie problems and our ability to translate the geek speak for them. We offer medical and dental benefits, flex PTO policy, continuing education, paid certifications, bonuses, profit sharing, 401k with company match, cell phone stipend, paid gym membership, and other unique benefits.