Dispatcher / Service Coordinator (Managed Service Provider)
ANCGroup IncCompany Overview ANC Group Inc is a leading provider of customized IT and security solutions, serving organizations across the Southeast since 1999. Recognized for technical excellence and industry awards, ANC specializes in networking, data, security, communications, and managed IT services, making us trusted partners in diverse sectors including education, legal, manufacturing, and government. Job Summary The Dispatcher is responsible for coordinating and managing the flow of service requests, incidents, and projects within the Managed Services team. This position serves as the central point of communication between clients, technicians, and management to ensure tickets are prioritized appropriately, resources are assigned efficiently, and service level agreements (SLAs) are consistently met. The ideal candidate is highly organized, detail-oriented, customer-focused, and capable of managing multiple priorities in a fast-paced IT services environment. Key Responsibilities Ticket Management & Dispatching Monitor and manage the service desk ticket queue. Prioritize, assign, and schedule tickets based on severity, impact, urgency, technician skill set, and SLA requirements. Ensure all tickets contain accurate and complete information before assignment. Escalate critical issues to management and senior engineers when necessary. Track ticket progress and follow up to ensure timely resolution. Resource Scheduling Coordinate technician schedules for remote and onsite support. Balance workloads among service desk engineers and field technicians. Schedule project-related tasks and service appointments with clients. Adjust assignments as priorities shift throughout the day. Client Communication Serve as a primary point of contact for clients regarding service requests and scheduling. Provide updates on ticket status, estimated resolution times, and service appointments. Communicate delays, escalations, and service interruptions to affected clients. Maintain a professional and customer-focused approach in all communications. Service Delivery Coordination Monitor SLA compliance and proactively address potential breaches. Work closely with Service Managers to identify bottlenecks and resource gaps. Coordinate with engineering teams to ensure efficient resolution of client issues. Assist with recurring maintenance schedules and service planning. Documentation & Reporting Maintain accurate ticket notes and scheduling records. Generate reports on ticket volume, response times, technician utilization, and SLA performance. Identify trends and recurring issues requiring management attention. Ensure all client communications and service activities are documented appropriately. Required Qualifications High school diploma or equivalent. 2+ years of dispatching, scheduling, coordination, customer service, or administrative experience. Strong organizational and time-management skills. Excellent verbal and written communication abilities. Ability to multitask and manage competing priorities. Proficiency with Microsoft Office applications and business software. Experience working in a fast-paced environment with multiple deadlines. Preferred Qualifications Previous experience with a Managed Service Provider (MSP). Familiarity with PSA platforms such as ConnectWise Manage, Autotask, HaloPSA, or similar systems. Understanding of IT service desk operations and ticketing workflows. Knowledge of IT terminology, networking, Microsoft 365, and general technology concepts. Experience coordinating field service technicians. Key Competencies Customer Service Excellence Problem Solving Prioritization & Time Management Attention to Detail Team Collaboration Professional Communication Adaptability Accountability Performance Metrics Ticket assignment response times SLA compliance rates Technician utilization and scheduling efficiency Client satisfaction scores Ticket backlog management Escalation handling effectiveness Physical Requirements Ability to sit and work …