Dispatcher & Service Coordinator MSP

Company Overview

All-Access Infotech, LLC is a locally owned Managed Service Provider serving businesses throughout the Upper Valley of Vermont and New Hampshire. We help small and mid-sized organizations align technology with their business goals through proactive IT management, cybersecurity, and strategic guidance. Our team specializes in supporting professional services, legal, dental, manufacturing, municipalities, and other growing organizations that value reliability, security, and a trusted local partner.

The Service Desk Coordinator is the traffic controller and service delivery hub for our help desk, owning ticket flow, technician scheduling, and client communication. In this role, you're not just answering phones or pushing tickets—you are making sure every client request is captured, prioritized, and handled efficiently so our clients can stay focused on running their businesses. You will serve as the "bridge" between our clients, our Level 1/Level 2 technicians, and service leadership, ensuring the board stays healthy, SLAs are met, and communication is clear and proactive.

• Ticket & Board Management:
  Monitor all incoming tickets, ensure they are cleanly created with the right priority and details, and keep the service board balanced so nothing falls through the cracks.
• Dispatch & Scheduling:
  Assign work to the right technicians based on skill, urgency, and availability, coordinating both remote and onsite visits and adjusting the schedule as priorities change.
• Client Communication:
  Act as the primary non-technical point of contact for service updates, communicating status, outages, planned work, and follow-ups so clients always know what to expect.
• SLA & Time-Entry Hygiene:
  Track ticket progress, monitor aging or at-risk tickets, and ensure engineers enter time and notes accurately and on time for every service request.
• Service Quality & Reporting:
  Handle service-related complaints at the coordination level, flag recurring issues or bottlenecks to the Service Manager, and assist with simple service desk reports (SLAs, aging, workloads).

• Proven experience (3+ years preferred) in a Service Desk Coordinator, Dispatcher, or similar customer support/service delivery role, ideally in an IT or MSP environment.
• Hands-on experience with ticket auditing, dispatching/scheduling, workload management, and handling client service complaints.
• Familiarity with IT ticketing/PSA tools (such as Autotask, Connect Wise, or similar) and comfort working in a structured, process-driven environment.
• Excellent written and verbal communication skills with the ability to set expectations and translate technical updates into clear, client-friendly language.
• Strong organizational, multitasking, and decision-making skills, with a track record of keeping many moving pieces under control.
• Experience in a Managed Service Provider or multi-client IT environment is a strong plus.
• Join us to be part of a vibrant team dedicated to delivering outstanding IT solutions while fostering your professional growth. You'll have a visible impact on our clients' day-to-day experience and a clear path to grow into service management, operations, or other leadership roles as we continue to expand.

• An associate's or bachelor's degree in business, IT, or a related field is a plus.
• Additional training or certifications in IT service management, project coordination, or MSP tools (e.g., ITIL fundamentals, PSA-specific training) are preferred but not required.