Role Description We are looking for a Dispatcher (IT Operations & Service Coordination Specialist) to act as the operational backbone of our service delivery function. This is not a helpdesk role. This role is about ownership, coordination, and control of ticket flow, escalations, and SLAs in a fast-paced MSP environment. You will work directly with Netsurit clients, all of whom are based in the United States, coordinating closely with engineers and stakeholders to ensure service continuity, clear communication, and exceptional customer experience. Experience working with US-based clients and US business hours is strongly preferred. What You'll Be Responsible For - Ticketing, Queues & Escalations - Triage, assign, and manage incidents across their full lifecycle - Monitor inbound queues and escalation paths - Proactively prevent SLA breaches - Coordinate complex escalations across multiple technical teams (Experience with Remedy BMC is highly relevant and transferable to ConnectWise PSA.) - SLA Management, Reporting & Service Control - Monitor SLA performance and service metrics - Produce operational, incident, and backlog reporting - Identify trends and recommend workflow improvements - Support continuous service improvement initiatives - Client & Team Coordination - Serve as the central coordination point between clients, engineers, vendors, and internal stakeholders - Communicate directly with US-based clients in a clear, professional, and confident manner - Manage VIP and high-priority clients with accuracy and urgency - Support distributed teams across time zones - Documentation & Process Excellence - Maintain accurate ticket notes and documentation - Ensure changes and maintenance activities are validated and well communicated - Align operational processes with ITIL best practices - After-Hours & High-Pressure Operations - Confidently support night-shift and after-hours operations - Remain calm, structured, and decisive under pressure - Manage multiple priorities without sacrificing quality or accuracy Qualifications - 5+ years in IT Operations, Service Coordination, or IT Support - Proven experience managing high ticket volumes, escalations, and SLAs - Background supporting MSP or enterprise environments - Experience working directly with US-based clients (strongly preferred) Requirements - Ticketing and coordination tools (Remedy BMC, ConnectWise PSA or similar) - Microsoft 365 and SharePoint - SAP, Intellidispatch, RDC, Avaya (advantageous) - Solid understanding of infrastructure, networking, and support workflows Benefits - Highly organized, detail-oriented, and proactive - Strong time management and multitasking ability - Clear, customer-focused communication skills - Confident stakeholder and vendor coordination - Strong respect for SLAs, process, and service quality Education & Certifications (Highly Valued) - National Certificate in IT Systems Support or Networking - ITIL-aligned service delivery experience - Certifications in cybersecurity, project management, Agile, or data fundamentals Artificial Intelligence Innovation Join Netsurit at the forefront of AI transformation—where technology meets ambition. Help us design, implement, and scale intelligent solutions that empower our clients to automate processes, uncover insights, and accelerate growth. Leverage tools like Microsoft Copilot, Azure AI, and custom machine learning models to turn data into meaningful business outcomes. Be part of a team that's shaping the future of AI-powered innovation. Please share your experience and knowledge in AI as part of your application; we'd love to see how you can help us drive what's next. Note to Agencies Principals only. No recruiters, no agencies, no unsolicited services.

Role Description We are seeking a senior-level Lead Service Management Specialist to provide expert leadership and hands-on support across IT Service Management (ITSM) functions. This role is critical to ensuring the stability, integrity, and continuous improvement of production environments through effective change, release, and problem management practices. The ideal candidate will bring strong experience in ITIL/COBIT frameworks, operational leadership, and cross-functional coordination within complex IT environments. Key Responsibilities - Change & Release Management Leadership - Lead and oversee the Change Management Framework, including Go-Live activities and Change Advisory Board (CAB) meetings. - Coordinate and manage deployment of software and hardware releases with minimal business disruption. - Ensure all changes follow established processes, policies, and compliance standards. - Process Governance & Continuous Improvement - Act as the subject matter expert for Change, Release, and Problem Management processes. - Identify and drive improvements in workflows, tools, and inter-process dependencies. - Develop and maintain high-quality process documentation and operational procedures. - Collaboration & Operational Support - Serve as a liaison between Service Desk, Operations, and technical teams. - Coordinate response and follow-ups for incidents and service outages. - Participate in Root Cause Analysis (RCA) and implement preventive measures. - Mentor and coach technical teams on ITSM best practices. - Service Desk & Application Support Oversight - Support Level 1 and Level 2 incident and request management processes. - Monitor ticket queues, ensure SLA compliance, and manage escalations. - Assist with Service Desk operations during high-volume periods. - Troubleshoot and resolve issues across clinical, business, financial, and infrastructure applications. - Leadership & Administrative Functions - Supervise and guide support staff, including work allocation and performance monitoring. - Support departmental planning, budgeting, and cost estimation activities. - Analyze operational data to improve efficiency and resource utilization. - Ensure documentation standards and reporting practices are maintained. Qualifications - Bachelor’s Degree in Business Administration, Finance, Accounting, or related field. - Minimum 5 years of relevant experience in IT service management, administration, or systems support. - Strong understanding of ITSM frameworks (ITIL, COBIT). - Experience with change, release, and incident management processes. - Knowledge of systems analysis, data management, and IT operations. - Strong troubleshooting, documentation, and communication skills. Preferred Skills - Experience supporting enterprise applications (clinical, financial, or infrastructure systems). - Leadership experience managing teams or mentoring staff. - Familiarity with service desk tools and ticketing systems. - Strong focus on continuous service improvement (CSI) methodologies. Work Environment & Expectations - Hybrid role: Approximately 80% remote / 20% onsite. - Must be able to report onsite within 48 hours when required. - Fast-paced, enterprise IT environment with cross-functional collaboration. Key Success Factors - Strong leadership and stakeholder management skills. - Ability to balance strategic oversight with hands-on execution. - Proactive mindset focused on process improvement and operational excellence. - Commitment to service quality and SLA adherence.

• Create innovative, thought provoking, and highly leveraged "must-have insights" content • Develop new insights and ideas through thought leadership and offer compelling, actionable approaches to client's needs and requests • Bring provocative, independent insights to Gartner leaders that can evolve the course of a research agenda • Research, analyze and predict market trends and shifts • Provide clients and prospects with actionable advice via virtual or face-to-face interactions • Create and deliver high value presentation materials on and off stage for Gartner events, industry and professional association conferences, and client briefings • Actively participate in innovation, ideation, and research discussions • Be a mentor and a coach by supporting more junior team members

Provide first-line IT support by troubleshooting hardware and software issues, configuring user endpoints, and maintaining documentation. Ensure a secure and user-friendly IT environment while supporting onboarding and offboarding processes.