MSP Service Dispatcher (Help Desk )

LDI Connect•New York City, NY

2d•$55,000 - $65,000•Hybrid

About The Position

The MSP Service Dispatcher is responsible for owning the triage, dispatching, quality control, and lifecycle management of service tickets within a fast-paced Managed Services environment. This role serves as the operational control point of the Tier 4 team, ensuring tickets are properly entered, categorized, prioritized, assigned, escalated, and resolved in accordance with company standards and client expectations. The ideal candidate brings deep MSP experience and hands-on proficiency with the ConnectWise PSA, enabling them to confidently manage queues, enforce workflow standards, and hold technicians accountable for documentation, time entry, and service delivery outcomes.

Requirements

Highly detail-oriented, methodical, and procedure-driven
Strong multitasking ability in a high-volume ticket environment
Confident decision-maker with the ability to prioritize under pressure
Effective communicator and active listener
Natural service leader who can enforce standards without friction
Self-motivated, focused, and team-oriented
Strong customer service mindset with an understanding of MSP client expectations
Minimum of 3 years of prior experience working in a Managed Service Provider (MSP) environment (required)
Prior hands-on experience with ConnectWise PSA (Manage), including ticket intake, categorization, dispatching, status management, workflows, and reporting (required)
Demonstrated experience coordinating or supervising service desk workflows, dispatch operations, or ticket triage
Strong understanding of MSP service delivery models, SLAs, and ticket-driven operations

Nice To Haves

ITIL Foundation or similar service management training
Experience supporting or mentoring service desk staff
Technical curiosity or desire to grow into service management or technical roles

Responsibilities

Ensure all tickets entered into ConnectWise PSA contain accurate notes, correct categories, priorities, and statuses
Pre-process and triage service requests received via email, phone, chat, or text, ensuring proper ticket creation and routing
Supervise all tickets on the service desk, maintaining visibility across queues and boards
Control the end-to-end ticket lifecycle: intake → validation → assignment → monitoring → escalation → resolution → closure
Enforce ConnectWise workflows, status usage, and resolution checklists to ensure consistency and audit readiness
Assign tickets to the appropriate technician or team based on skillset, urgency, SLA impact, and workload balancing
Monitor technician capacity and queue health within ConnectWise PSA
Identify tickets requiring scheduling and coordinate appointments or service windows as needed
Actively prevent ticket stagnation by following up on aging or blocked tickets
Escalate tickets that cannot be resolved within expected timeframes to senior technicians or management
Proactively identify trends, repeat issues, SLA risks, or systemic problems impacting service delivery
Serve as a communication bridge between technicians, leadership, and clients when issues require coordination
Maintain consistent and professional communication with clients regarding ticket progress, next steps, and expectations
Notify clients of impending changes, delays, or outages as required
Ensure all client-facing updates are properly documented in ConnectWise PSA
Hold technicians accountable for: Timely ticket updates, Accurate and prompt time entry, Proper documentation and resolution notes
Reinforce company standards, procedures, and service desk best practices
Support continuous improvement of dispatch and service desk operations
Maintain visibility into client system inventories as required by company processes
Assist with reporting, queue reviews, and administrative tasks related to service delivery