IT Dispatcher in United States at Jobgether

This position is posted by Jobgether on behalf of a partner company. We are currently looking for an IT Dispatcher in the United States.

This role sits at the center of a fast-moving IT service environment, ensuring that incoming client requests are efficiently triaged, prioritized, and assigned to the right technical resources. You will act as a key coordination point between clients and service desk engineers, helping maintain smooth workflow and strong service delivery. The position is fully remote and designed for professionals who thrive in high-volume, structured, and deadline-driven settings. You will manage multiple communication channels including phone and chat while maintaining accuracy and urgency in ticket handling. Beyond coordination, you will also support workload forecasting, scheduling, and service optimization activities. This role directly impacts client satisfaction by ensuring timely resolution of IT issues and clear communication throughout the support process. It is ideal for someone who enjoys organization, problem-solving, and operational support in a collaborative IT services environment.

• Manage and triage incoming service requests through phone, chat, and ticketing systems, ensuring accurate categorization, prioritization, and assignment to appropriate technical staff.
• Maintain and update ticket records, remove spam or irrelevant requests, and ensure all documentation is clear, complete, and aligned with service standards.
• Coordinate scheduling and dispatching of IT resources based on urgency, skill level, and availability, ensuring SLA adherence and efficient workload distribution.
• Support basic IT tasks such as password resets and access updates when needed, while escalating more complex issues appropriately.
• Monitor ticket trends and recurring issues, escalating potential systemic problems to service managers or consultants.
• Assist in workload forecasting, scheduling support coverage, and maintaining dispatch systems and client service records.
• Conduct follow-ups on resolved tickets when required, including customer satisfaction outreach and feedback collection.

• Minimum of 2 years of experience in customer service, dispatching, service coordination, or a related operational support role, preferably in an IT or call center environment.
• Experience with ticketing systems such as ConnectWise or similar platforms is strongly preferred.
• Strong ability to multitask in a fast-paced, high-volume environment while maintaining accuracy and attention to detail.
• Excellent written and verbal communication skills, with the ability to clearly explain technical or service-related updates.
• Proficiency with Microsoft Office tools (Outlook, Word, Excel) for scheduling, documentation, and reporting tasks.
• Strong organizational and time management skills, with a proactive and solution-oriented mindset.
• Ability to work independently and collaboratively, demonstrating accountability and strong interpersonal skills.
• Spanish bilingual ability is a plus.

• Competitive salary range of $45,000–$50,000 per year, based on experience.
• 100% employer-covered medical, dental, and vision insurance for employees and their families.
• 401(k) retirement plan with up to 4% company match.
• Paid time off of 17 days annually, plus additional training allowance.
• Certification and professional development reimbursement opportunities.
• Bonus incentives for employee and client referrals.
• Fully remote work environment with equipment and home office support provided where applicable.