IT Service Coordinator / Dispatcher (MSP)

IT Service Coordinator / Dispatcher (MSP) Company: Advanced Networks Location: Los Angeles, CA (West Los Angeles) Job Type: Full-Time Compensation: $55,000–$70,000 annually, depending on experience (proposed range) About Advanced Networks Advanced Networks is an established and growing Managed IT Services Provider (MSP) supporting businesses throughout California, including Los Angeles, Orange County, San Diego, and the San Francisco Bay Area. We specialize in fully managed IT services, cybersecurity, cloud solutions, and IT infrastructure management. Our team supports thousands of endpoints across a diverse client base. We are looking for a highly organized, proactive, and detail-oriented IT Service Coordinator / Dispatcher to help manage our daily service operations and ensure our clients receive timely, professional support. Position Overview This is a critical role within our service delivery team. The Service Coordinator will oversee incoming support requests, prioritize and assign tickets, coordinate technician schedules, and ensure service requests are handled efficiently. The ideal candidate understands how an MSP help desk operates, can manage multiple priorities simultaneously, and is comfortable working with both technical staff and clients. This position combines service coordination, dispatching, ticket management, and basic technical triage. Key Responsibilities Service Desk Coordination & Dispatching Monitor incoming support tickets, phone calls, emails, and system alerts. Triage, categorize, and prioritize tickets based on urgency, impact, and client SLAs. Assign and dispatch tickets to the appropriate technicians based on skill level, availability, and workload. Coordinate onsite technician visits and scheduling. Monitor technician queues to ensure tickets are progressing and workloads remain balanced. Identify tickets requiring escalation and coordinate with senior technical staff. Ticket Management & SLA Monitoring Monitor open tickets and ensure response and resolution targets are being met. Follow up with technicians on aging, stalled, or overdue tickets. Ensure tickets contain accurate notes, priorities, assignments, and status updates. Identify recurring issues and bring them to management's attention. Help improve ticket workflows, documentation, and overall service desk efficiency. Client Communication Provide professional communication to clients regarding ticket status, scheduling, and updates. Gather relevant information from clients to help technicians troubleshoot efficiently. Coordinate follow-ups and ensure client requests do not fall through the cracks. Assist with escalations and communicate urgent matters to management. Basic Technical Triage Perform initial troubleshooting and resolve straightforward Level 1 requests when appropriate. Review monitoring alerts and determine whether technician intervention is required. Identify duplicate alerts and tickets to reduce unnecessary workload. Escalate technical issues that require advanced troubleshooting. Qualifications Required Previous experience working for a Managed Service Provider (MSP) or IT services company. Experience in IT service coordination, help desk dispatching, or technical support. Familiarity with PSA/ticketing systems such as Autotask, ConnectWise, or HaloPSA. Understanding of IT support ticket prioritization, escalation, and SLA management. Excellent organizational and multitasking skills. Strong written and verbal communication skills. Ability to work independently in a fast-paced environment. Strong attention to detail and ability to follow established procedures. Preferred Experience with Datto Autotask PSA. Familiarity with Datto RMM or similar remote monitoring tools. Basic knowledge of Microsoft 365, Windows, networking, and common business IT systems. Experience coordinating onsite and remote technicians. Experience managing multiple client environments simultaneously. Familiarity with ITIL concepts and MSP service…

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