MSP Service Desk Dispatch Manager

We are looking for a Service Desk Dispatch Manager to join our Managed Services Provider (MSP) team. This is a non-technical, operations-focused role responsible for managing the flow of tickets, assigning technicians, and ensuring smooth communication between clients and support teams.

Please note: This is not a hands-on IT role — the focus is on managing ticket flow and technician coordination, not on resolving technical issues yourself.

Key Responsibilities:

• Manage incoming service requests and ensure proper ticket creation and assignment.
• Coordinate technician schedules and dispatch based on availability and priority.
• Communicate with clients to manage expectations and escalate when needed.
• Track ticket lifecycle and enforce processes to meet SLAs.
• Report on performance metrics and suggest improvements.

Requirements:

• 3–5 years of experience in a similar role at an MSP (Managed Service Provider).
• Understanding of technician tier/escalation systems and dispatch workflows.
• Excellent organizational and communication skills.
• Experience with any major ticketing platform (training on internal tools provided).
• Strong attention to detail and ability to multitask in a fast-paced environment.
• Intermediate to advanced English level (written and spoken).
• CompTIA A+ or Network+ certifications are a plus, but not required.