Service Desk Dispatcher

Position Overview

The Service Desk Dispatcher plays a critical role in the daily operations of Back Bay Networks by ensuring efficient intake, triage, and dispatch of service requests across our service desk and field engineering teams. This role is responsible for maximizing technician utilization, maintaining schedule integrity, and ensuring a high-quality client experience consistent with our white-glove managed services model.

The Dispatcher serves as a central coordination point between clients, technicians, and management, ensuring that work is assigned accurately, prioritized appropriately, and executed within agreed service levels.

Core Responsibilities

• Serve as the primary point of contact for incoming client service requests via phone, email, portal, and automated ticket generation.
• Triage, pre-process, and validate service tickets to ensure accuracy, completeness, and proper categorization prior to dispatch.
• Dispatch service requests to the appropriate internal or field resources based on technical requirements, urgency, location, and SLA commitments.
• Schedule and manage technician calendars using ConnectWise, ensuring optimal utilization and minimal idle time.
• Monitor technician schedules and ticket progress to ensure timely updates, accurate time entry, and adherence to workflow standards.
• Communicate proactively with clients regarding ticket status, scheduling, delays, outages, and changes.
• Escalate service requests that cannot be scheduled or resolved within agreed service levels.

Additional Duties and Expectations

• Maintain a strong focus on customer satisfaction and professional communication at all times.
• Support fast turnaround of client requests while balancing workload across the team.
• Collaborate closely with Service Managers, Technical Leads, and