Service Dispatcher / IT Service Coordinator

This is a remote position.Overview:We are seeking a highly organized, proactive Service Dispatcher / IT Service Coordinator to join our MSP support operations. This role is critical to our service delivery, ensuring efficient ticket triage, technician scheduling, and customer satisfaction. Candidates should be experienced in ConnectWise PSA and have a working understanding of the Sea-Level Operations Framework for MSPs.You will act as the “quarterback” of the support team — triaging tickets, managing technician schedules, ensuring SLAs are met, and serving as a key liaison between clients and the technical team.
Key Responsibilities:Ticket Management & Triage

Review and triage inbound service tickets, assigning priority based on impact and urgency
Categorize, schedule, and dispatch tickets using ConnectWise PSA
Route tickets to the correct resource (onsite tech, remote support, escalations) based on skill and availability
Ensure proper documentation and time entries in ConnectWise per Sea-Level standards
Scheduling & Resource Coordination

Schedule onsite and remote support technicians according to skillsets, urgency, and client needs
Actively manage the dispatch calendar, adjusting in real-time to accommodate emergencies or reassignments
Coordinate with project teams to avoid resource conflicts
Service Desk Oversight

Monitor aging tickets and ensure timely follow-ups
Maintain SLA compliance and escalate risks to team leads or managers
Be the first point of contact for escalations, ensuring proper communication to clients and internal teams
Client Communication

Communicate updates to clients on service requests, scheduling, and resolution status
Maintain professional, courteous, and clear communication through all client interactions
Ensure ticket closure includes client confirmation and resolution details
Operational Alignment (Sea-Level Framework)

Follow Sea-Level-recommended workflows for ticket handling, escalation, documentation, and scheduling
Support and reinforce ConnectWise best practices (statuses, workflows, priorities, SLA tracking)
Participate in daily huddles and weekly service meetings to review metrics and ticket backlog
Maintain adherence to KPIs such as First Response Time, Time to Resolution, and Technician Utilization



RequirementsRequired Experience & Skills:Must-Have

2+ years of experience in an MSP or IT support environment
Proficient in ConnectWise PSA (Service Boards, Dispatch Portal, SLAs, time entries, workflows)
Working knowledge of the Sea-Level MSP process framework
Experience managing multiple tickets and technicians across dynamic environments
Ability to work across multiple time zones, including US hours
Soft Skills

Excellent written and verbal communication
Strong organizational and time management skills
Able to stay calm and professional under pressure
Attention to detail and ability to multitask effectively
Client-first mindset

Preferred Qualifications:

Familiarity with ITIL foundations or similar service delivery standards
Previous experience in a remote or distributed team setup
Experience with other ConnectWise modules (Automate, Sell, or Manage integrations)
Familiarity with NOC or after-hours dispatching

KPIs You Will Be Measured On:

Time to first response
Percentage of tickets scheduled within SLA
Percentage of time entries and notes completed on time
Technician utilization and billable hours
Client satisfaction (CSAT) scores on service tickets


Remote Work Requirements





All our positions are fully remote (work from home). To ensure smooth operations, performance, and compliance with our standards, all team members must meet the following requirements:





Internet & Power Backup


• Minimum 100 Mbps fiber internet connection


• Battery backup/power solution for your internet connection to prevent downtime during outages





Device & Hardware


• Bring Your Own Device (BYOD) with battery backup


• Noise-cancelling headset for clear communication on calls and meetings





Minimum Device Specifications


• Intel i5 processor or higher


• 8–16+ GB RAM


• Less than 5 years old


• Device must be dedicated solely to work purposes (no personal use permitted) to ensure cybersecurity compliance




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