MSP Dispatcher Job at Emerald Resource Group, Cleveland, OH

UlZLeTlaYjFUK1RhcmFqMlFvVUJYRWFTMkE9PQ==
  • Emerald Resource Group
  • Cleveland, OH

Job Description

Job Title: MSP Dispatcher

Location: Cleveland, OH

Job Type: Full-Time and in office

Overview:

We're working with a Managed Service Provider (MSP) seeking a Dispatcher to serve as a central figure in their service operations. This individual will be responsible for managing incoming support requests, scheduling resources, and helping ensure timely resolution of client issues. Experience using ConnectWise is essential, is essential, as it is the primary tool used to manage tickets, scheduling, and communication across the technical team.

Key Responsibilities:
  • Monitor and manage the ConnectWise ticket queue, triaging issues and assigning them based on priority, resource availability, and SLA requirements.
  • Serve as the primary point of coordination between clients and technical staff.
  • Proactively communicate updates and timelines to clients regarding their service requests.
  • Track service delivery progress, escalating urgent matters as needed to keep workflows on track.
  • Assist in maintaining accurate documentation of service tickets, time entries, and client communications.
  • Help maintain SLA compliance by ensuring tickets are responded to and resolved within required timeframes.
  • Collaborate with the operations team to improve dispatch procedures and customer satisfaction.
Required Experience & Skills:
  • Previous experience in a Dispatcher or Service Coordinator role within an MSP.
  • Strong working knowledge of ConnectWise Manage (ticketing, dispatch portal, and scheduling functions).
  • Excellent organizational and time management skills.
  • Clear and professional communication style-both written and verbal.
  • Ability to manage competing priorities and remain calm in a fast-paced environment.
Bonuses:
  • Familiarity with IT service delivery frameworks (ITIL, NOC/SOC environments, etc.).
  • Experience working with remote teams or supporting multiple clients simultaneously.

Job Tags

Full time, Work at office, Night shift,

Similar Jobs

Steadfast

Landscape and Irrigation Project Manager Job at Steadfast

 ...Job Title: Landscape and Irrigation Project Manager Job Description: We are seeking a motivated and detail-oriented Landscape and Irrigation Project Manager to join our team. This role is responsible for overseeing the planning, execution, and successful completion... 

B&D Contracting

Barge Washer Waggaman Job at B&D Contracting

BND contracting is seeking an experienced barge washer/general labor hand. Must be comfortable working outside, preferred to have prior barge washing experience.

Mercy

Care Companion - St Louis Float Pool - PRN Nights Job at Mercy

Job Description Position : Care Companion Department : Float Pool - Mercy Hospital STL Hours / Shift: PRN Nights - Rotating weekends and holidays! Offer amount per hour $1512 hour minimum hours per month Self-Scheduling Overview : Under...

EchoStar

Retention Call Center Agent - Uncapped Commission Job at EchoStar

 ...Commission 1st Year On-Target Earnings: $68,000. No sales experience required. Paid Full time training provided! This role is on-...  ...a consultative approach. This role involves 100% inbound calls from new and existing customers. Job Duties and Responsibilities... 

Wynn Las Vegas

Corporate Investigator at Wynn Las Vegas Las Vegas, NV Job at Wynn Las Vegas

Job DescriptionWynn Las Vegas is seeking a Corporate Investigator to provide support in protecting company assets and provides a safe environment for our team members and guests; interviewing, investigating, summarizing, and writing comprehensive investigative reports...