MSP Service Dispatcher / Service Coordinator — Full-Time, Long-Term

# MSP Service Dispatcher / Service Coordinator — Full-Time, Long-Term ## Overview We are an established Managed Services Provider (MSP) based in Southern California, looking for a full-time **Service Dispatcher / Service Coordinator** to help keep our service desk organized, responsive, and running smoothly. This role includes answering inbound service calls, gathering important information from clients, creating service tickets, helping triage incoming requests, coordinating technician schedules, monitoring ticket flow, and following up to make sure nothing falls through the cracks. This is a long-term, full-time role for someone who is highly organized, detail-oriented, professional on the phone, confident communicating with clients, and comfortable working in a fast-paced IT support environment. You do not need to be a technician, but experience working with an MSP, IT support company, PSA/ticketing system, helpdesk, or technical service team is strongly preferred. You will work closely with our service leadership and technical team to help manage service requests, tickets, schedules, client communication, SLA follow-up, and daily service coordination. **Schedule:** Monday–Friday, 7:00 AM – 4:00 PM Pacific Time **Hours:** 40 hours/week **Role Type:** Contract-to-hire / long-term position **Compensation:** $8–$12/hour depending on experience, with long-term growth potential and benefits after probation ## Why Join Us We are a friendly, growing MSP that values clear communication, accountability, teamwork, and excellent client service. Our team supports small and medium-sized businesses with IT support, cybersecurity, cloud services, and ongoing technology management. This is not a short-term project. We are looking for someone who wants to become a trusted long-term member of our service operations team, learn our systems, grow with the company, and help make the service desk better over time. You will be successful here if you are proactive, organized, reliable, calm under pressure, comfortable speaking with clients, and committed to following through until the task is complete. ## What You’ll Do Your main responsibility is to help keep the service desk organized and moving. Day-to-day tasks may include: * Answer inbound service calls from clients in a professional and friendly manner * Gather important details from callers, ask clarifying questions, and create accurate service tickets * Triage incoming calls and service requests based on urgency, client impact, and company procedures * Monitor incoming service tickets and help ensure they are assigned, scheduled, and followed up properly * Review new tickets for completeness, urgency, client information, contact details, and clear issue descriptions * Update ticket details, categories, priorities, statuses, due dates, and notes according to company procedures * Help schedule tickets for technicians based on availability, priority, client needs, and service rules * Watch for stale tickets, overdue tickets, SLA risks, and tickets that need attention * Escalate urgent, unclear, or at-risk tickets to the appropriate supervisor or manager * Follow up with technicians to make sure tickets are being updated and completed properly * Send professional client updates using approved templates and company standards * Help coordinate meetings, service appointments, and technician schedules * Assist with daily service board reviews and status reporting * Help maintain internal checklists, procedures, and service desk documentation * Assist with light project coordination, including task follow-up, scheduling, and status updates * Track procurement, receiving, or inventory-related ticket updates when needed * Help identify recurring issues, process gaps, or tickets that are not moving properly * Communicate clearly with clients, technicians, and management throughout the day * Use AI-assisted and automation tools to improve ticket handling, scheduling, and service coordination ## What This Role Is Not This is not a technical engineer position. You will not be expected to resolve complex technical issues. However, you should be comfortable working around technical conversations, understanding the basic purpose of IT support tickets, recognizing urgency, asking clarifying questions, documenting issues clearly, and knowing when something needs to be escalated. This role is ideal for someone with MSP dispatch, IT service coordination, virtual assistant, executive assistant, client service, call handling, or ticketing experience who wants to specialize in service operations. ## Must-Have Requirements * Excellent spoken and written English * Professional phone, email, and chat communication skills * Comfortable answering inbound client calls and creating accurate service tickets * 2+ years of experience in a remote admin, coordinator, dispatcher, customer service, call handling, or service operations role * Strong organization, follow-through, and attention to detail * Ability to manage multiple priorities without losing track of details * Comfortable working in Microsoft 365, Outlook, Teams, and shared documents * Comfortable using ticketing systems, CRMs, helpdesk tools, or similar platforms * Reliable high-speed internet and a quiet professional workspace * Reliable computer, headset, webcam, and backup plan for internet or power interruptions * Ability to work Monday–Friday, 7:00 AM – 4:00 PM Pacific Time * Comfortable working in a live team environment with frequent communication throughout the day * Proactive mindset: you notice problems, ask questions, and follow through until the task is complete ## Nice-to-Have Experience * Experience working for an MSP or IT services company * Experience as a service dispatcher, service coordinator, helpdesk coordinator, call coordinator, or technical support coordinator * Experience with Autotask PSA * Experience with ConnectWise, HaloPSA, Kaseya, Datto, IT Glue, RMM tools, or similar MSP platforms * Experience monitoring SLAs, ticket queues, technician schedules, or service boards * Experience communicating with clients about support tickets, scheduling, and follow-up * Experience creating reports, updating procedures, or improving administrative workflows * Basic understanding of Microsoft 365, networking, cybersecurity, workstations, servers, or common IT support terms ## Communication and Team Culture We are a highly collaborative team that works both remotely and in the office. To keep communication seamless, team members are expected to be available in our live virtual team room during their shift for quick questions, real-time collaboration, and team communication. You should be comfortable communicating throughout the day by phone, voice, chat, ticket notes, and video when needed. Clear communication and reliability are very important in this role. ## Success in This Role Looks Like * Client calls are answered professionally * Service requests are documented clearly and accurately * Tickets are clean, organized, and updated * Technicians know what they are scheduled to work on * Clients receive timely and professional updates * SLA risks and stale tickets are caught early * Urgent issues are escalated quickly * Service leadership has clear visibility into the ticket board * Nothing falls through the cracks * You become a reliable, trusted part of the service team ## Compensation Target range is **$8–$12/hour**, depending on experience. Candidates with strong MSP dispatch, Autotask, PSA, call handling, or service coordination experience may be considered at the higher end of the range. This is a long-term, full-time opportunity with growth potential and benefits after probation. ## How to Apply Please include: 1. A short cover letter explaining why you are a good fit for this role 2. Your experience with MSPs, IT support companies, dispatch, coordination, ticketing, phone support, or client service 3. Your availability for Monday–Friday, 7:00 AM – 4:00 PM Pacific Time 4. Your internet speed and backup plan for power or internet outages 5. A 30–60 second video introduction, optional but strongly encouraged 6. Two references or examples of similar work, if available Please answer the screening questions carefully. We are looking for someone detail-oriented, reliable, professional with clients, and serious about a long-term role.