Dispatcher

Summary

Dispatcher The 20 LLC is a premier Managed Service Provider delivering enterprise-class IT services to businesses nationwide. We specialize in supporting organizations across a wide range of industries - including legal, financial, healthcare, and more - by providing secure, scalable, and reliable technology solutions. Our team is passionate about helping clients thrive through proactive support, strategic IT guidance, and cutting-edge infrastructure.The Dispatcher at The 20 plays a critical role in managing service coordination, scheduling technical resources, and supporting administrative functions within a fast-paced MSP environment. This role requires strong organizational skills, attention to detail, and a commitment to quality service. The ideal candidate is proactive, reliable, and thrives in a structured, team-oriented setting.Available Schedule: Mon - Fri 8:00 AM - 5:00 PMResponsibilities Include but Not Limited To:Manage and maintain the dispatch calendar for technical support and project teamsSchedule and coordinate appointments between clients, engineers, and vendorsMonitor service tickets and ensure timely updates to move them toward resolutionCommunicate effectively with clients, vendors, and internal teams regarding scheduling, ticket status, and service expectationsCreate and maintain documentation related to dispatch procedures and workflowsSupport general administrative tasks and contribute to operational efficiencyAssist in identifying and improving dispatch and scheduling processesEnsure all activities align with The 20's commitment to quality service deliveryRequired Skills & Experience:Prior dispatch experience in an IT environment or with a Managed Service Provider (MSP)Exceptional organizational skills with the ability to manage competing prioritiesDetail-oriented, with a focus on accuracy and follow-throughComfortable using ticketing systems and managing technician workflowsExcellent written and verbal communication skillsStrong sense of accountability and a proactive work ethicAbility to document processes clearly for team use and future referencePreferred Skills, Competencies & Knowledge:Experience with PSA or RMM tools (e.g., Kaseya BMS, ConnectWise)Familiarity with service documentation platforms such as IT GlueUnderstanding of IT service environments and the MSP business modelProcess-oriented mindset with a desire to continuously improve operationsQualifications:High school diploma or equivalent (associate's or bachelor's degree preferred)12 years of experience in a dispatcher, coordinator, or administrative support role (MSP experience strongly preferred)Relevant certifications or training in IT service coordination are a plusBenefits:Comprehensive benefits, including medical, dental, vision, supplemental coverage, plus HSA/FSA optionsCompetitive 401(k) participation with up to 4% contribution matchCertification reimbursement to support your continued developmentMeaningful opportunities for advancement within a growing organizationA culture built on drive, accountability, collaboration, and excellencePhysical Requirements:Consistent hand and finger dexterity necessary to operate computer equipmentConsistently required to sit, stand, walk, talk, hear, and seeRoutine use of hands to typeOccasional need to stoop, kneel, crouch, twist, crawl, reach, and stretchOccasional need to walk around the officeConsistent vision abilities required; close vision, depth perception, and ability to focusAbility to travel dependent on company needsOccasional need to lift and/or move up to 30 poundsWork Environment/Conditions:The worker is not substantially exposed to adverse environmental conditions (such as in typical office or administrative work)

Job Description

Dispatcher The 20 LLC is a premier Managed Service Provider delivering enterprise-class IT services to businesses nationwide. We specialize in supporting organizations across a wide range of industries - including legal, financial, healthcare, and more - by providing secure, scalable, and reliable technology solutions. Our team is passionate about helping clients thrive through proactive support, strategic IT guidance, and cutting-edge infrastructure.The Dispatcher at The 20 plays a critical role in managing service coordination, scheduling technical resources, and supporting administrative functions within a fast-paced MSP environment. This role requires strong organizational skills, attention to detail, and a commitment to quality service. The ideal candidate is proactive, reliable, and thrives in a structured, team-oriented setting.Available Schedule: Mon - Fri 8:00 AM - 5:00 PMResponsibilities Include but Not Limited To:Manage and maintain the dispatch calendar for technical support and project teamsSchedule and coordinate appointments between clients, engineers, and vendorsMonitor service tickets and ensure timely updates to move them toward resolutionCommunicate effectively with clients, vendors, and internal teams regarding scheduling, ticket status, and service expectationsCreate and maintain documentation related to dispatch procedures and workflowsSupport general administrative tasks and contribute to operational efficiencyAssist in identifying and improving dispatch and scheduling processesEnsure all activities align with The 20's commitment to quality service deliveryRequired Skills & Experience:Prior dispatch experience in an IT environment or with a Managed Service Provider (MSP)Exceptional organizational skills with the ability to manage competing prioritiesDetail-oriented, with a focus on accuracy and follow-throughComfortable using ticketing systems and managing technician workflowsExcellent written and verbal communication skillsStrong sense of accountability and a proactive work ethicAbility to document processes clearly for team use and future referencePreferred Skills, Competencies & Knowledge:Experience with PSA or RMM tools (e.g., Kaseya BMS, ConnectWise)Familiarity with service documentation platforms such as IT GlueUnderstanding of IT service environments and the MSP business modelProcess-oriented mindset with a desire to continuously improve operationsQualifications:High school diploma or equivalent (associate's or bachelor's degree preferred)12 years of experience in a dispatcher, coordinator, or administrative support role (MSP experience strongly preferred)Relevant certifications or training in IT service coordination are a plusBenefits:Comprehensive benefits, including medical, dental, vision, supplemental coverage, plus HSA/FSA optionsCompetitive 401(k) participation with up to 4% contribution matchCertification reimbursement to support your continued developmentMeaningful opportunities for advancement within a growing organizationA culture built on drive, accountability, collaboration, and excellencePhysical Requirements:Consistent hand and finger dexterity necessary to operate computer equipmentConsistently required to sit, stand, walk, talk, hear, and seeRoutine use of hands to typeOccasional need to stoop, kneel, crouch, twist, crawl, reach, and stretchOccasional need to walk around the officeConsistent vision abilities required; close vision, depth perception, and ability to focusAbility to travel dependent on company needsOccasional need to lift and/or move up to 30 poundsWork Environment/Conditions:The worker is not substantially exposed to adverse environmental conditions (such as in typical office or administrative work)