Dispatcher (Managed IT Services)

Join the Team at On Call Computer Solutions

On Call Computer Solutions is seeking a highly organized, customer-focused Onsite/Non-Remote Dispatcher to be the central hub of our Managed IT Services team. In this role, you'll ensure our clients receive timely, efficient support by coordinating service requests, prioritizing tickets, and keeping our technicians productive and on schedule.

If you thrive in a fast-paced environment, communicate confidently, and enjoy solving logistical challenges, we'd love to hear from you.

What You'll Do

As our Dispatcher, you will:

• Manage and prioritize incoming service requests using our Professional Services Automation (PSA) platform.
• Accurately triage support tickets using structured processes to ensure the right technician is assigned at the right time.
• Coordinate technician schedules to maximize productivity while balancing workloads and meeting client expectations.
• Communicate professionally and confidently with clients, technical staff, and leadership, especially during high-priority or time-sensitive situations.
• Monitor service boards to ensure tickets are progressing appropriately and service levels are maintained.
• Maintain accurate ticket documentation, statuses, and workflows.
• Help improve operational efficiency through automation, organization, and proactive planning.
• Handle confidential client and company information with professionalism and integrity.

What We're Looking For

The ideal candidate will have:

• Experience working in a Managed Service Provider (MSP) environment (preferred).
• Familiarity with PSA platforms such as ConnectWise Manage, Autotask, HaloPSA, or similar.
• Excellent organizational and multitasking skills.
• Strong decision-making and prioritization abilities.
• Outstanding written and verbal communication skills.
• The ability to remain calm, organized, and customer-focused during periods of high ticket volume.
• A commitment to accuracy, accountability, and exceptional client service.

Preferred Qualifications

• Understanding of technician utilization, scheduling, and service delivery metrics.
• Knowledge of MSP financial concepts such as utilization, effective hourly rate (EHR), and gross profit.
• Experience coordinating technical teams or service departments.
• Strong attention to detail and process improvement.

Why Join On Call Computer Solutions?

At On Call Computer Solutions, we're passionate about delivering exceptional IT support while building a positive, collaborative workplace. We invest in our people, encourage professional growth, and empower every team member to make a meaningful impact on our clients' success.

If you're organized, proactive, and ready to help keep a high-performing IT team running smoothly, we'd love to meet you.

This job posting is intended to describe the general nature and level of work being performed and is not an exhaustive list of all duties, responsibilities, or qualifications. On Call Computer Solutions reserves the right to modify job responsibilities and requirements at any time to meet business needs. Nothing in this posting or during the hiring process constitutes a contract or guarantee of employment. Employment with On Call Computer Solutions is at will, meaning either the employee or the Company may terminate the employment relationship at any time, with or without notice and with or without cause, subject to applicable law. On Call Computer Solutions is an Equal Opportunity Employer and considers all qualified applicants without regard to any status protected by federal, state, or local law.