MSP Service Dispatcher (Help Desk )
New York City, NY
Full Time
Experienced
LDI Connect is a high-performing technology services company with a proven track record of creating rewarding careers.
We do it all - from copiers/printers, document management, managed IT services, hosted/cloud services, phone systems, and professional audio/video systems, and security. We are an organization with a strong, tenured sales and service organization and we are in full growth mode looking for talent to join the LDI Connect team.
With headquarters on Long Island, come see why Long Island Business News honored LDI Connect with an award that recognizes our commitment to a high performing- yet people-centered workplace culture. Our other offices in CT, NYC, NJ and LA share the same commitment!
We do it all - from copiers/printers, document management, managed IT services, hosted/cloud services, phone systems, and professional audio/video systems, and security. We are an organization with a strong, tenured sales and service organization and we are in full growth mode looking for talent to join the LDI Connect team.
With headquarters on Long Island, come see why Long Island Business News honored LDI Connect with an award that recognizes our commitment to a high performing- yet people-centered workplace culture. Our other offices in CT, NYC, NJ and LA share the same commitment!
Job Title: MSP Service Dispatcher (Help Desk)
Department: Managed IT Services / Service Desk
Reports To: Sr. Manager of Infrastructure Technology
Location: Onsite / Hybrid / Remote (based on business needs)
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Position Summary
The MSP Service Dispatcher is responsible for owning the triage, dispatching, quality control, and lifecycle management of service tickets within a fast-paced Managed Services environment. This role serves as the operational control point of the Tier 4 team, ensuring tickets are properly entered, categorized, prioritized, assigned, escalated, and resolved in accordance with company standards and client expectations.
The ideal candidate brings deep MSP experience and hands-on proficiency with the ConnectWise PSA, enabling them to confidently manage queues, enforce workflow standards, and hold technicians accountable for documentation, time entry, and service delivery outcomes.
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Key Responsibilities
Ticket Quality, Triage & Workflow Management
- Ensure all tickets entered into ConnectWise PSA contain accurate notes, correct categories, priorities, and statuses
- Pre-process and triage service requests received via email, phone, chat, or text, ensuring proper ticket creation and routing
- Supervise all tickets on the service desk, maintaining visibility across queues and boards
- Control the end-to-end ticket lifecycle: intake → validation → assignment → monitoring → escalation → resolution → closure
- Enforce ConnectWise workflows, status usage, and resolution checklists to ensure consistency and audit readiness
Dispatching, Scheduling & Resource Coordination
- Assign tickets to the appropriate technician or team based on skillset, urgency, SLA impact, and workload balancing
- Monitor technician capacity and queue health within ConnectWise PSA
- Identify tickets requiring scheduling and coordinate appointments or service windows as needed
- Actively prevent ticket stagnation by following up on aging or blocked tickets
Escalation & Service Oversight
- Escalate tickets that cannot be resolved within expected timeframes to senior technicians or management
- Proactively identify trends, repeat issues, SLA risks, or systemic problems impacting service delivery
- Serve as a communication bridge between technicians, leadership, and clients when issues require coordination
Client Communication & Service Ownership
- Maintain consistent and professional communication with clients regarding ticket progress, next steps, and expectations
- Notify clients of impending changes, delays, or outages as required
- Ensure all client-facing updates are properly documented in ConnectWise PSA
Accountability & Standards Enforcement
- Hold technicians accountable for:
- Timely ticket updates
- Accurate and prompt time entry
- Proper documentation and resolution notes
- Reinforce company standards, procedures, and service desk best practices
- Support continuous improvement of dispatch and service desk operations
Inventory & Administrative Support
- Maintain visibility into client system inventories as required by company processes
- Assist with reporting, queue reviews, and administrative tasks related to service delivery
Required Skills & Attributes
- Highly detail-oriented, methodical, and procedure-driven
- Strong multitasking ability in a high-volume ticket environment
- Confident decision-maker with the ability to prioritize under pressure
- Effective communicator and active listener
- Natural service leader who can enforce standards without friction
- Self-motivated, focused, and team-oriented
- Strong customer service mindset with an understanding of MSP client expectations
Required Experience & Qualifications
- Minimum of 3 years of prior experience working in a Managed Service Provider (MSP) environment (required)
- Prior hands-on experience with ConnectWise PSA (Manage), including ticket intake, categorization, dispatching, status management, workflows, and reporting (required)
- Demonstrated experience coordinating or supervising service desk workflows, dispatch operations, or ticket triage
- Strong understanding of MSP service delivery models, SLAs, and ticket-driven operations
- ITIL Foundation or similar service management training
- Experience supporting or mentoring service desk staff
- Technical curiosity or desire to grow into service management or technical roles
- Performance Expectations (Examples)
- Ticket quality and workflow compliance in ConnectWise PSA
- Queue health and aging ticket reduction
- Speed and accuracy of ticket dispatch
- Technician time-entry compliance
- Client communication consistency and satisfaction
MSP Service Dispatcher (Help Desk)
3+ years MSP experience required. Prior ConnectWise PSA experience required. Own ticket triage, dispatch, and queue health. Ensure ticket quality, enforce workflows, coordinate technicians, escalate issues, and keep clients informed. Ideal candidate is detail-oriented, methodical, and thrives in a fast-paced MSP environment.
The typical base salary range for this role is between $55,000 and $65,000. The offered base salary will depend on experience.
LDI Connect and affiliates provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
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