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