Join Our IT Service Triage Team – Where Tech Meets Top-Tier Customer Service!

Are you an IT professional with a strong technical background and outstanding customer service skills? We are seeking a Technical Triage / Dispatcher who brings a solid IT background and the ability to quickly interpret technical issues—but who thrives in an operational coordination role rather than hands-on troubleshooting.

Important Role Clarification (Read Carefully):

This role requires technical experience and understanding, but it is NOT a technical support or troubleshooting position.

• You will NOT be resolving tickets or performing hands-on IT work
• You WILL use your technical knowledge to evaluate, prioritize, and properly route issues
• You are responsible for decision-making, coordination, and workflow—not ticket ownership or resolution

The best candidates are former technicians who prefer orchestrating the work rather than doing it.

What You'll Do:

• You will serve as the central control point for service delivery, managing ticket flow from intake through assignment.

  Your job is to ensure:

  The right technician gets the right issue at the right time

• Key Responsibilities

  Technical Triage (Primary Responsibility)

• Evaluate incoming tickets and requests for impact, urgency, and complexity
• Interpret technical symptoms and context to determine proper routing
• Assign tickets to the appropriate technician or team based on expertise and workload
• Ensure the triage queue is continuously moving and cleared daily

This is a thinking and decision-making role, not a hands-on one.

Critical Requirement: Technical Judgment Without Doing the Work

Candidates must be able to:

Quickly understand technical issues, ask the right clarifying questions, determine severity and business impact, and route appropriately without needing to fix the issue

Required Qualifications

3–5+ years of IT technical experience (Help Desk, System Admin, MSP, etc.) Strong understanding of:

• Networking fundamentals
• End-user environments (Windows, M365, devices)
• Common business IT issues

Experience with PSA tools (ConnectWise, Autotask, HaloPSA, etc.) Proven ability to prioritize competing demands in real time

Queue Ownership

Own the health and movement of all tickets. Ensure no tickets are “worked” in triage—only assessed and routed. Maintain visibility across all service statuses and workflows

Coordination & Communication

Serve as the control point between clients and technical staff. Provide updates, set expectations, and ensure clarity on timelines. Coordinate scheduling for onsite and remote work

Dispatch & Workflow Control

Monitor all service boards for stalled, aging, or misassigned tickets. Adjust assignments to maintain workflow efficiency. Enforce SLAs and escalation paths. Identify bottlenecks and take corrective action

Preferred Experience

• Previous MSP experience (highly preferred)
• Prior dispatcher, triage, or service coordinator experience
• Familiarity with SLA-driven environments and ITIL concepts

Core Competencies

• Technical Awareness: Understand issues deeply without solving them
• Decisiveness: Make fast, confident routing calls
• Situational Control: Keep ticket flow moving under pressure
• Communication: Clear, direct, and professional
• Process Discipline: Follow and enforce structured workflows

What Success Looks Like

• Tickets are routed correctly the first time
• Triage queue is consistently cleared daily
• Technicians spend zero time re-dispatching work
• SLA compliance improves across the board
• Clients experience fast response and clear communication

Why This Role Is Unique

This is ideal for a technical professional who:

• No longer wants to work tickets all day