IT MSP Dispatcher / Service Coordinator

About Us

Suffolk Computer Consultants is a rapidly growing Managed Service Provider supporting businesses across multiple industries, including private clubs, hospitality, and professional organizations.

We deliver structured, high-quality IT services with a strong focus on responsiveness, organization, communication, and long-term client relationships.

Position Overview

The Dispatcher / Service Coordinator is responsible for coordinating the daily flow of service requests, scheduling technicians, and ensuring clients receive timely communication and support.

This role is critical to keeping operations organized and ensuring both remote and onsite technical resources are utilized efficiently.

The ideal candidate is highly organized, able to multitask in a fast-paced environment, and comfortable communicating with both clients and technical staff throughout the day.

This role also requires a basic technical understanding of IT environments in order to properly assess urgency, prioritize requests, and coordinate resources effectively.

Important

This is not a simple call-answering or administrative role. We are looking for someone who can actively help manage service operations, maintain visibility into open tickets, coordinate technical resources effectively, and ensure requests continue progressing toward resolution.

Responsibilities

Dispatch & Coordination

• Manage incoming service requests through phone calls, email, and ConnectWise
• Schedule and dispatch remote and field technicians based on priority, location, and skillset
• Assist with determining ticket priority and routing requests to the appropriate technical resource
• Coordinate onsite visits and project scheduling
• Monitor ticket queues and technician workloads throughout the day
• Ensure tickets are updated, assigned properly, and progressing appropriately
• Basic understanding of technology and job scope to accurately estimate time requirements and efficiently schedule onsite visits
• Monitor ticket SLAs closely to ensure timely progression and resolution; proactively escalate or review with the Service Desk Manager when deadlines are at risk or prioritization needs adjustment
• Maintain active awareness of assigned tickets throughout their lifecycle to ensure progress is being made, communication is occurring, and issues are not sitting stagnant or falling behind SLA expectations
• Actively drive tickets forward — not just assign them — by following up on status, coordinating with technicians, helping remove blockers, and managing incoming calls to keep workflow moving efficiently

Client Communication

• Serve as a primary point of contact for client communication regarding service requests
• Keep clients updated on ticket status, scheduling, delays, and resolutions
• Help maintain a high level of customer satisfaction and professionalism
• Assist with escalation coordination during higher priority issues or outages

Operational Support

• Assist with maintaining organization and workflow within ConnectWise
• Monitor technician time entry and ticket documentation
• Help improve response times, scheduling efficiency, and communication processes
• Coordinate with service management regarding resource allocation and priorities

What We’re Looking For

• Strong communication and organizational skills
• Ability to multitask and prioritize in a fast-paced environment
• Comfortable speaking with clients throughout the day
• Ability to coordinate multiple technicians and schedules simultaneously
• Strong attention to detail and follow-through
• Ability to make sound judgment calls regarding ticket urgency and prioritization
• Someone proactive who helps keep tickets, technicians, and communication moving efficiently throughout the day

Preferred Experience

• Experience in a dispatch, coordinator, administrative, or customer service role
• MSP or IT industry experience preferred
• Familiarity with ConnectWise or ticketing systems is a plus
• Basic understanding of IT support environments, terminology, and common technical issues in order to assist with ticket prioritization and dispatching

What Makes You a Fit

• You stay calm under pressure
• You are naturally organized and proactive
• You communicate clearly and professionally
• You enjoy helping keep operations running smoothly
• You can manage multiple moving parts without losing track of details

Why Join Suffolk IT

• Fast-growing company with long-term opportunities
• Structured environment with clear processes
• Collaborative team atmosphere
• Exposure to both technical operations and client management
• Opportunity to grow within the company

Compensation & Benefits

• Competitive pay based on experience
• Paid time off
• Performance incentives and growth opportunities

Pay: $45,000.00 - $55,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person