Dispatcher (IT Operations & Service Coordination Specialist) at Netsurit

The Role

• We are looking for a Dispatcher (IT Operations & Service Coordination Specialist) to act as the operational backbone of our service delivery function.
• This is not a helpdesk role.
• This role is about ownership, coordination, and control of ticket flow, escalations, and SLAs in a fast-paced MSP environment.
• You will work directly with Netsurit clients, all of whom are based in the United States, coordinating closely with engineers and stakeholders to ensure service continuity, clear communication, and exceptional customer experience. Experience working with US-based clients and US business hours is strongly preferred.

What Youll Be Responsible For

Ticketing, Queues & Escalations

• Triage, assign, and manage incidents across their full lifecycle
• Monitor inbound queues and escalation paths
• Proactively prevent SLA breaches
• Coordinate complex escalations across multiple technical teams
• (Experience with Remedy BMC is highly relevant and transferable to ConnectWise PSA.)

SLA Management, Reporting & Service Control

• Monitor SLA performance and service metrics
• Produce operational, incident, and backlog reporting
• Identify trends and recommend workflow improvements
• Support continuous service improvement initiatives

Client & Team Coordination

• Serve as the central coordination point between clients, engineers, vendors, and internal stakeholders
• Communicate directly with US-based clients in a clear, professional, and confident manner
• Manage VIP and high-priority clients with accuracy and urgency
• Support distributed teams across time zones

Documentation & Process Excellence

• Maintain accurate ticket notes and documentation
• Ensure changes and maintenance activities are validated and well communicated
• Align operational processes with ITIL best practices

After-Hours & High-Pressure Operations

• Confidently support night-shift and after-hours operations
• Remain calm, structured, and decisive under pressure
• Manage multiple priorities without sacrificing quality or accuracy

What You Bring (Non-Negotiable)

Experience

• 5+ years in IT Operations, Service Coordination, or IT Support
• Proven experience managing high ticket volumes, escalations, and SLAs
• Background supporting MSP or enterprise environments
• Experience working directly with US-based clients (strongly preferred)

Technical & Platform Exposure

• Ticketing and coordination tools (Remedy BMC, ConnectWise PSA or similar)
• Microsoft 365 and SharePoint
• SAP, Intellidispatch, RDC, Avaya (advantageous)
• Solid understanding of infrastructure, networking, and support workflows

Ways of Working

• Highly organized, detail-oriented, and proactive
• Strong time management and multitasking ability
• Clear, customer-focused communication skills
• Confident stakeholder and vendor coordination
• Strong respect for SLAs, process, and service quality

Security & Modern IT Awareness

• Understanding of cybersecurity fundamentals
• Experience supporting secure environments
• Awareness of risk, compliance, and change management
• Exposure to cybersecurity, network defense, endpoint security, or risk management is a plus

Education & Certifications (Highly Valued)

• National Certificate in IT Systems Support or Networking
• ITIL-aligned service delivery experience
• Certifications in cybersecurity, project management, Agile, or data fundamentals