Service Desk Dispatcher

Our team culture is fast-paced, people-focused, and rooted in accountability.

Braden Business Systems is seeking a Service Desk Dispatcher. The Service Desk Dispatcher plays a critical role in daily Service Desk operations by managing the intake, prioritization, and routing of service requests. This role ensures tickets are logged accurately and assigned promptly to the appropriate technical resources based on urgency, impact, and workload, helping protect SLA commitments and maintain technician productivity.

As the central coordination point between clients, technicians, and internal teams, the Dispatcher ensures service requests move efficiently from intake through resolution. This includes setting expectations, coordinating urgent and onsite work, recognizing escalation triggers, and maintaining clear, professional communication while partnering with Service Desk leadership to improve service delivery processes.

• Monitor new requests from all channels (phone, email, portal, and monitoring alerts) and ensure timely ticket creation.
• Assign appropriate technical staff to service calls based on skill set, availability, and client needs.
• Apply consistent categorization/type/subtype and required fields to support reporting and routing of tickets.
• Scheduling and coordinating onsite visits to client sites for tickets and emergencies.
• Prioritizing issues dependent on severity and client need.
• Set clear expectations at intake and during dispatch (next steps, required information, and status cadence).
• Provide professional, consistent updates when tickets are reassigned, escalated, or awaiting customer action.
• Ensure customer-facing notes are concise, accurate, and aligned with service standards.
• Escalate communication concerns (unresponsive contacts, repeated dissatisfaction, sensitive situations) to Service Desk leadership.
• Recognize escalation triggers impact, urgency, and risk, route to the proper tier/team.
• Continuously monitor queues for aging tickets, stalled progress, and SLA risk; take action to prevent missed targets.
• Maintain accurate records of service calls, technician assignments, and client interactions in the service management system.
• Partner with Service Desk leadership to refine dispatch playbooks, routing rules, and prioritization guidelines.

• Previous experience in a dispatch or scheduling role, preferably within an MSP or IT service environment.
• A service focused mindset with a consistent record of strong client interactions.
• Strong organizational and multitasking abilities, and excellent spoken & written communication skills
• Detail-oriented, proactive, and able to work effectively under pressure.
• Experience with ticketing systems (preferably HaloPSA) and service workflows.
• Ability to work independently and be self-motivated while still being a part of a team
• Preferred - Familiarity with tools and platforms such as Microsoft 365, Meraki, Ubiquiti, spam filtering solutions, and RMM tools.
• Customer awareness and being in tune to our clients
• Ability to work in an extremely fast-paced environment and multitask
• Preferred - 2-3 years work experience in a related IT or helpdesk position

• Tickets are routed quickly and accurately with minimal reassignment.
• SLAs are consistently met through proactive queue management and timely escalation.
• Technicians remain productive with balanced workloads and clear ownership.
• Clients receive timely, professional updates and experience a consistent support process.
• Cross-team handoffs are documented, predictable, and reduce overall time-to-resolution.

• A full time role with consistent hours, Monday through Friday, with an on call rotation.
• Competitive compensation and benefits.
• 401(k) with company match.
• Health, dental, vision, and HSA options.
• Paid time off and referral programs.
• A supportive team environment that values growth, learning, and accountability.
• Ongoing training and opportunities to expand technical and leadership skills.

Braden Business Systems is a locally owned Managed Service Provider dedicated to delivering dependable, proactive IT support. We partner closely with our clients to help their technology support their business goals.

Our team culture is fast-paced, people-focused, and rooted in accountability. We invest in our employees through training, support, and clear expectations. Team members who take ownership of their work, communicate well, and care about clients tend to thrive here.

Braden Business Systems is an Equal Opportunity Employer.