Service Desk Dispatcher // Junior Level

An IT services and managed services provider (MSP) is seeking a Service Desk Dispatcher to join their team. In this client-facing role, you will serve as the primary point of contact for incoming client support requests, ensuring all calls are answered promptly, documented accurately, and routed to the appropriate technical resources. You will play a critical role in coordinating service desk operations and delivering a high-quality customer experience for clients across multiple industries.

This role is heavily phone-based and focused on triaging support requests, coordinating technician assignments, and maintaining clear communication with clients throughout the support process. The ideal candidate is highly organized, calm under pressure, and able to manage a high volume of calls while maintaining professionalism and accuracy.

You will work closely with service desk technicians, engineers, and management to ensure all tickets are handled efficiently and clients receive timely updates on their support requests. This role is ideal for someone who enjoys working in a fast-paced environment, interacting with customers, and helping coordinate technical solutions.

This role will be on-site in Douglasville, PA

Required Skills & Experience

1+ years of experience in a service desk, call center, help desk, or customer support environment

Strong professional phone presence with excellent verbal communication skills

Experience handling high call volumes while maintaining professionalism and accuracy

Experience documenting and managing service requests in a ticketing system

Strong organizational skills with the ability to multitask and prioritize in a fast-paced environment

Ability to actively listen to client concerns and gather accurate technical and business information

Strong customer service mindset with the ability to de-escalate frustrated callers

Experience coordinating requests between customers and technical teams

Ability to maintain detailed documentation while communicating with callers

Reliable attendance and punctuality for scheduled shifts

Desired Skills & Experience

Familiarity with ticketing platforms such as ConnectWise, ServiceNow, Autotask, or similar systems

Understanding of basic IT terminology and service desk workflows

Strong written communication skills for client email updates

What You Will Be Doing

Serving as the first point of contact for incoming client support calls

Answering phones professionally and ensuring a positive client experience

Actively listening to client concerns and gathering relevant technical and business details

Creating and documenting support tickets accurately within the ticketing system

Assigning tickets to the appropriate technicians based on urgency, skillset, and availability

Monitoring service boards to ensure tickets are being addressed promptly

Following up on tickets requiring additional updates or escalation

Communicating ticket status and resolution updates back to clients via phone or email

Escalating critical or aging tickets to the Service Desk Manager when necessary

Supporting the service desk team by coordinating communication between clients and technicians

Maintaining company customer service standards and ensuring a “white-glove” client experience

Tech Breakdown

70% Call Management, Ticket Creation, and Service Desk Dispatching

20% Ticket Monitoring, Status Updates, and Coordination with Technical Teams

10% Client Follow-ups and Service Experience Support

Daily Responsibilities

50% Answering incoming client calls and gathering information for support requests

25% Creating tickets and dispatching requests to appropriate technicians

15% Monitoring ticket progress and following up on aging or escalated requests

10% Communicating updates to clients and supporting service desk operations

The Offer

You will receive the following benefits:

Competitive salary based on experience

401(k) with company matching

Comprehensive medical, dental, and vision benefits

Generous PTO and paid holidays

Professional development opportunities and internal training

Supportive team environment within a growing technology services company

Applicants must be currently authorized to work in the US on a full-time basis now and in the future.

You will receive the following benefits:

• Medical Insurance - Four medical plans to choose from for you and your family
• Dental & Orthodontia Benefits
• Vision Benefits
• Health Savings Account (HSA)
• Health and Dependent Care Flexible Spending Accounts
• Voluntary Life Insurance, Long-Term & Short-Term Disability Insurance
• Hospital Indemnity Insurance
• 401(k) including match with pre and post-tax options
• Paid Sick Time Leave
• Legal and Identity Protection Plans
• Pre-tax Commuter Benefit
• 529 College Saver Plan

Motion Recruitment Partners (MRP) is an Equal Opportunity Employer. All applicants must be currently authorized to work on a full-time basis in the country for which they are applying, and no sponsorship is currently available. Employment is subject to the successful completion of a pre-employment screening. Accommodation will be provided in all parts of the hiring process as required under MRP’s Employment Accommodation policy. Applicants need to make their needs known in advance.