Technical Triage/Dispatch

Initialit; Colorado; On-site; USD 70,000 - 95,000; Full time

Job summary

Initialit seeks a Technical Triage / Dispatcher to act as the central control point for service delivery, routing tickets to the right technician at the right time.

In this thinking and decision-making role, you will evaluate incoming tickets, determine priority, and coordinate with clients and staff to maintain SLA compliance. This position emphasizes orchestration over hands-on troubleshooting.

Qualifications

• 3–5+ years of IT technical experience in help desk, systems, or MSP environments.
• Strong networking and end-user environment understanding (Windows, M365).
• Familiarity with PSA tools and ITIL concepts.
• Ability to quickly assess impact, urgency, and route accordingly.

Responsibilities

• Serve as the central control point for service delivery, routing tickets.
• Evaluate tickets for impact, urgency, and complexity.
• Assign tickets to technicians based on expertise and workload.
• Ensure triage queue moves daily and never resolves tickets in triage.
• Coordinate between clients and technical staff and manage SLAs.

Skills

Technical awareness

Decisiveness

Situational control

Communication

Process discipline

Tools

ConnectWise

Autotask

HaloPSA

Job description

Job Description

Join Our IT Service Triage Team – Where Tech Meets Top-Tier Customer Service!

Are you an IT professional with a strong technical background and outstanding customer service skills? We are seeking a Technical Triage / Dispatcher who brings a solid IT background and the ability to quickly interpret technical issues—but who thrives in an operational coordination role rather than hands-on troubleshooting.

Important Role Clarification (Read Carefully):

This role requires technical experience and understanding, but it is NOT a technical support or troubleshooting position.

• You will NOT be resolving tickets or performing hands-on IT work
• You WILL use your technical knowledge to evaluate, prioritize, and properly route issues
• You are responsible for decision-making, coordination, and workflow—not ticket ownership or resolution

The best candidates are former technicians who prefer orchestrating the work rather than doing it.

What You'll Do:

• You will serve as the central control point for service delivery, managing ticket flow from intake through assignment.

  Your job is to ensure:

  The right technician gets the right issue at the right time

• Key Responsibilities

  Technical Triage (Primary Responsibility)

• Evaluate incoming tickets and requests for impact, urgency, and complexity
• Interpret technical symptoms and context to determine proper routing
• Assign tickets to the appropriate technician or team based on expertise and workload
• Ensure the triage queue is continuously moving and cleared daily

This is a thinking and decision-making role, not a hands-on one.

Critical Requirement: Technical Judgment Without Doing the Work

Candidates must be able to:

Quickly understand technical issues, askthe right clarifying questions, determineseverity and business impact, and routeappropriately without needing to fix the issue

Required Qualifications

3–5+ years of IT technical experience (Help Desk, System Admin, MSP, etc.) Strong understanding of:

• Networking fundamentals
• End-user environments (Windows, M365, devices)
• Common business IT issues

Experience with PSA tools (ConnectWise, Autotask, HaloPSA, etc.) Proven ability to prioritize competing demands in real time

Queue Ownership

Own the health and movement of all tickets. Ensureno tickets are “worked” in triage—only assessed and routed. Maintainvisibility across all service statuses and workflows

Coordination & Communication

Serve as the control point between clients and technical staff. Provideupdates, set expectations, and ensure clarity on timelines. Coordinatescheduling for onsite and remote work

Dispatch & Workflow Control

Monitor all service boards for stalled, aging, or misassigned tickets. Adjustassignments to maintain workflow efficiency. EnforceSLAs and escalation paths. Identifybottlenecks and take corrective action

Preferred Experience

• Previous MSP experience (highly preferred)
• Prior dispatcher, triage, or service coordinator experience
• Familiarity with SLA-driven environments and ITIL concepts

Core Competencies

• Technical Awareness: Understand issues deeply without solving them
• Decisiveness: Make fast, confident routing calls
• Situational Control: Keep ticket flow moving under pressure
• Communication: Clear, direct, and professional
• Process Discipline: Follow and enforce structured workflows

What Success Looks Like

• Tickets are routed correctly the first time
• Triage queue is consistently cleared daily
• Technicians spend zero time re-dispatching work
• SLA compliance improves across the board
• Clients experience fast response and clear communication

Why This Role Is Unique

This is ideal for a technical professional who:

• No longer wants to work tickets all day