{"schemaVersion":"jobsearcher.job.v1","id":"03cb143febb4994e4b8d10c8","url":"https://jobsearcher.com/jobs/03cb143febb4994e4b8d10c8","canonicalUrl":"https://jobsearcher.com/jobs/03cb143febb4994e4b8d10c8","title":"Technical Support Dispatcher","description":"CloudFirst is a managed services provider (MSP) delivering secure, scalable, and efficient IT solutions to businesses across industries. As a Microsoft partner, we specialize in cloud technologies, infrastructure, and managed IT services.\nOur service delivery model is driven by structured processes, advanced tools, and a strong commitment to customer success.\nRole Overview\nThe Technical Support Dispatcher is a critical role within CloudFirst’s service delivery operations, responsible for managing the flow of incoming service requests across multiple client environments.\nThis position ensures all tickets are accurately documented, prioritized, and assigned in accordance with service level agreements (SLAs). Acting as the central coordination point, the Dispatcher maintains real-time visibility of ticket queues, technician workload, and service performance.\nThis is a high-impact role that directly contributes to SLA compliance, client satisfaction, and operational efficiency.\nKey ResponsibilitiesClient Intake & Customer Interaction\nServe as the primary point of contact for incoming service requests via phone, email, and portal\nHandle inbound and outbound client communications to clarify issues and gather necessary details\nProvide professional and high-quality customer service in every interaction\nTicket Triage, Classification & Documentation\nAccurately classify and prioritize tickets based on impact, urgency, and SLA requirements\nEnsure all tickets include complete, clear, and actionable information\nIdentify:\nService Desk vs. Engineering vs. Project work\nIn-scope vs. out-of-scope requests\nBillable vs. non-billable work\nDispatching & Resource Coordination\nAssign tickets based on technician skillset, workload, and availability\nEnsure timely assignment in accordance with SLA response targets\nBalance technician workload to optimize efficiency and prevent backlog\nCoordinate both remote and on-site service dispatch when required\nQueue Management & SLA Compliance\nMaintain ownership of the service desk ticket queue\nEnsure:\nNo unassigned tickets\nNo idle or aging tickets without updates\nNo SLA breaches due to delayed assignment\nProactively identify bottlenecks, delays, and SLA risks\nEscalate issues to management as needed\nCross-Team Coordination\nCollaborate closely with Service Desk, Engineering, and Project teams\nValidate escalation decisions before routing tickets\nEnsure proper workflow across service boards\nTicket Quality Control & Data Accuracy\nReview tickets for:\nProper documentation\nAccurate categorization\nSufficient detail for technical execution\nCorrect or return tickets that do not meet quality standards\nMaintain clean and consistent data for reporting and service delivery\nService Awareness & Billing Alignment\nUnderstand client contracts, service scope, and entitlements\nIdentify and flag:\nOut-of-scope work\nBillable services requiring approval\nCoordinate with management and account teams as needed\nReporting & Process Improvement\nSupport tracking and reporting of:\nSLA performance\nTicket backlog and aging\nResource utilization\nIdentify opportunities to improve workflows and service efficiency\nKey Performance Indicators (KPIs)\nSLA Response Compliance (%)\nTime to Assign Tickets\n% of Tickets Assigned Within SLA\nTicket Classification Accuracy\nQueue Backlog and Aging\nTechnician Workload Distribution\nTicket Documentation Quality\nCustomer Satisfaction (CSAT)\nQualificationsRequired Experience\n2–5 years of experience in:\nIT Service Desk, Dispatcher, or service coordination role\nExperience with ticketing or PSA systems (ConnectWise Manage preferred)\nCore Skills\nStrong customer service and communication skills\nConfident and professional phone presence\nExcellent multitasking and organizational abilities\nHigh attention to detail and accuracy\nAbility to prioritize and make real-time decisions\nTechnical Awareness\nBasic understanding of IT service workflows and service desk operations\nFamiliarity with SLA-driven support environments\nAbility to match service requests to appropriate technical resources\nPreferred\nExperience working in a Managed Service Provider (MSP) environment\nExposure to Microsoft 365 and IT support environments\nWork Expectations\nMust actively monitor and manage ticket queues throughout the shift\nMaintain real-time responsiveness to incoming requests\nWork collaboratively with distributed technical teams\nEnsure consistent accuracy and quality in all dispatching decisions\nAvailability to work Eastern Time hours\nWhat Success Looks Like\nA successful Service Desk Dispatcher:\nMaintains a clean, organized, and actively managed ticket queue\nEnsures no SLA breaches due to delayed assignments\nDemonstrates strong communication and follow-through\nMakes accurate and efficient ticket routing decisions\nSupports overall service delivery efficiency across the organization\nEqual Opportunity Employer\nCloudFirst is an equal opportunity employer and does not discriminate based on race, color, religion, gender, sexual orientation, age, disability, or any other protected status.\nPay: $20.00 - $22.00 per hour\nApplication Question(s):\nPlease share expected minimum rate per hour\nExperience:\n• IT Service Desk, Dispatcher, or service coordination role: 2 years (Required)\nTicketing or PSA systems (ConnectWise Manage preferred): 2 years (Required)\nManaged Service Provider company: 2 years (Required)\nWork Location: Remote","company":"Cloudfirst Technology Solutions","rawCompany":"cloudfirst technology solutions","city":"Remote","state":"OR","isRemote":false,"isActive":false,"createdAt":"2026-08-08T14:03:17.711Z","occupations":[{"code":"43-5032.00","title":"Dispatchers, Except Police, Fire, and Ambulance","slug":"dispatchers-except-police-fire-and-ambulance"},{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"15-1231.00","title":"Computer Network Support Specialists","slug":"computer-network-support-specialists"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"541519","title":"Other Computer Related Services","slug":"other-computer-related-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Technical Support Dispatcher","description":"CloudFirst is a managed services provider (MSP) delivering secure, scalable, and efficient IT solutions to businesses across industries. As a Microsoft partner, we specialize in cloud technologies, infrastructure, and managed IT services.\nOur service delivery model is driven by structured processes, advanced tools, and a strong commitment to customer success.\nRole Overview\nThe Technical Support Dispatcher is a critical role within CloudFirst’s service delivery operations, responsible for managing the flow of incoming service requests across multiple client environments.\nThis position ensures all tickets are accurately documented, prioritized, and assigned in accordance with service level agreements (SLAs). Acting as the central coordination point, the Dispatcher maintains real-time visibility of ticket queues, technician workload, and service performance.\nThis is a high-impact role that directly contributes to SLA compliance, client satisfaction, and operational efficiency.\nKey ResponsibilitiesClient Intake & Customer Interaction\nServe as the primary point of contact for incoming service requests via phone, email, and portal\nHandle inbound and outbound client communications to clarify issues and gather necessary details\nProvide professional and high-quality customer service in every interaction\nTicket Triage, Classification & Documentation\nAccurately classify and prioritize tickets based on impact, urgency, and SLA requirements\nEnsure all tickets include complete, clear, and actionable information\nIdentify:\nService Desk vs. Engineering vs. Project work\nIn-scope vs. out-of-scope requests\nBillable vs. non-billable work\nDispatching & Resource Coordination\nAssign tickets based on technician skillset, workload, and availability\nEnsure timely assignment in accordance with SLA response targets\nBalance technician workload to optimize efficiency and prevent backlog\nCoordinate both remote and on-site service dispatch when required\nQueue Management & SLA Compliance\nMaintain ownership of the service desk ticket queue\nEnsure:\nNo unassigned tickets\nNo idle or aging tickets without updates\nNo SLA breaches due to delayed assignment\nProactively identify bottlenecks, delays, and SLA risks\nEscalate issues to management as needed\nCross-Team Coordination\nCollaborate closely with Service Desk, Engineering, and Project teams\nValidate escalation decisions before routing tickets\nEnsure proper workflow across service boards\nTicket Quality Control & Data Accuracy\nReview tickets for:\nProper documentation\nAccurate categorization\nSufficient detail for technical execution\nCorrect or return tickets that do not meet quality standards\nMaintain clean and consistent data for reporting and service delivery\nService Awareness & Billing Alignment\nUnderstand client contracts, service scope, and entitlements\nIdentify and flag:\nOut-of-scope work\nBillable services requiring approval\nCoordinate with management and account teams as needed\nReporting & Process Improvement\nSupport tracking and reporting of:\nSLA performance\nTicket backlog and aging\nResource utilization\nIdentify opportunities to improve workflows and service efficiency\nKey Performance Indicators (KPIs)\nSLA Response Compliance (%)\nTime to Assign Tickets\n% of Tickets Assigned Within SLA\nTicket Classification Accuracy\nQueue Backlog and Aging\nTechnician Workload Distribution\nTicket Documentation Quality\nCustomer Satisfaction (CSAT)\nQualificationsRequired Experience\n2–5 years of experience in:\nIT Service Desk, Dispatcher, or service coordination role\nExperience with ticketing or PSA systems (ConnectWise Manage preferred)\nCore Skills\nStrong customer service and communication skills\nConfident and professional phone presence\nExcellent multitasking and organizational abilities\nHigh attention to detail and accuracy\nAbility to prioritize and make real-time decisions\nTechnical Awareness\nBasic understanding of IT service workflows and service desk operations\nFamiliarity with SLA-driven support environments\nAbility to match service requests to appropriate technical resources\nPreferred\nExperience working in a Managed Service Provider (MSP) environment\nExposure to Microsoft 365 and IT support environments\nWork Expectations\nMust actively monitor and manage ticket queues throughout the shift\nMaintain real-time responsiveness to incoming requests\nWork collaboratively with distributed technical teams\nEnsure consistent accuracy and quality in all dispatching decisions\nAvailability to work Eastern Time hours\nWhat Success Looks Like\nA successful Service Desk Dispatcher:\nMaintains a clean, organized, and actively managed ticket queue\nEnsures no SLA breaches due to delayed assignments\nDemonstrates strong communication and follow-through\nMakes accurate and efficient ticket routing decisions\nSupports overall service delivery efficiency across the organization\nEqual Opportunity Employer\nCloudFirst is an equal opportunity employer and does not discriminate based on race, color, religion, gender, sexual orientation, age, disability, or any other protected status.\nPay: $20.00 - $22.00 per hour\nApplication Question(s):\nPlease share expected minimum rate per hour\nExperience:\n• IT Service Desk, Dispatcher, or service coordination role: 2 years (Required)\nTicketing or PSA systems (ConnectWise Manage preferred): 2 years (Required)\nManaged Service Provider company: 2 years (Required)\nWork Location: Remote","datePosted":"2026-08-08T14:03:17.711Z","dateModified":"2026-08-08T14:03:17.711Z","hiringOrganization":{"@type":"Organization","name":"Cloudfirst Technology Solutions","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Remote","addressRegion":"OR","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"03cb143febb4994e4b8d10c8"},"url":"https://jobsearcher.com/jobs/03cb143febb4994e4b8d10c8"}}