Triage all inbound tickets, assign priority levels, and route to the appropriate technician
Role guide
Service Dispatcher
The dispatcher is the operational backbone of the MSP service desk. They own the ticket queue, match tickets to the right technicians, communicate ETAs to clients, and keep service flowing efficiently throughout the day.
Day-to-day
Responsibilities
Maintain the daily technician schedule and adjust dynamically as emergencies arise
Communicate ticket status and ETAs proactively to clients via email or phone
Escalate SLA breaches and blockers to the Service Manager immediately
Track and report on queue health metrics (open tickets, aging tickets, SLA adherence)
Document dispatch decisions and maintain accurate records in the PSA
What you need
Requirements
1–3 years of experience in a dispatch, scheduling, or customer service role — MSP or field service environment preferred
Familiarity with PSA platforms (ConnectWise Manage, Autotask, HaloPSA)
Excellent verbal and written communication skills under pressure
Strong prioritisation skills — able to make fast triage decisions with incomplete information
High attention to detail and comfort with repetitive, process-driven work
Basic understanding of IT concepts to assess ticket urgency accurately
Typical salary range: $36,000 – $52,000
Ranges based on aggregated MSP operator data. Actual compensation depends on location, company size, and level of experience.