Service Manager & Dispatcher — MSP Operations Leader

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

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.