Junior IT Dispatcher

About the role

We are seeking a highly organized Junior IT Dispatcher to support a U.S.-based IT services team. This coordination‑focused position involves managing incoming support tickets, scheduling technicians, and communicating with customers to ensure service level agreements are met.

Key responsibilities

• Monitor and triage the support ticket queue based on urgency, impact, and SLA requirements.
• Assign tickets to technicians according to skill set, availability, and priority.
• Maintain daily technician schedules, fill gaps, and avoid double‑bookings.
• Communicate appointment details and status updates to customers.
• Answer inbound support calls, gather information, and create accurate tickets.
• Escalate tickets at risk of breaching SLAs to service leadership.
• Keep ticket information up‑to‑date, including notes, time entries, and closure details.
• Follow up on aging tickets and support the service department with administrative tasks.

Required profile

• At least 1 year of experience in a service desk, help desk, call center, dispatch, or scheduling role.
• Strong written and verbal English communication with a professional phone presence.
• Ability to work under pressure, manage competing priorities, and maintain detailed documentation.
• Proactive, reliable, and capable of working in a structured, collaborative environment.

Required skills

• Experience with PSA or ticketing platforms such as ConnectWise Manage, Autotask, or HaloPSA.
• Proficient with Microsoft 365 tools – Outlook, Teams, Excel, and SharePoint.
• Basic IT literacy for common issues (password resets, email, printers, connectivity, VPN).

What we offer

• Stable, long‑term collaboration with clear responsibilities.
• Opportunity to learn project management processes and modern technical workflows.
• Exposure to international teams and modern tools.
• Supportive, collaborative culture and potential for skill development and career growth.