• Handling client support tickets across email and chat, giving fast, accurate and genuinely helpful responses to our clients • Providing first-line support for OMS Create - our VR authoring platform - helping clients build and troubleshoot their own VR simulations • Owning and continuously improving our knowledge base • Identifying, documenting and escalating bugs clearly and consistently • Contributing to QA for new features and releases • Building and maintaining internal processes so that support scales well as OMS grows • Collaborating with the Customer Success, Product and Marketing teams to share client feedback and flag patterns and trends • Occasionally joining client calls or on-site visits alongside the wider customer team

Role Description Reporting to the Sr Manager IT Support, this position has the primary responsibility of ensuring the Support Desk team is focused on the appropriate priorities to deliver excellent technical support to the business. Additionally, this position facilitates communications in escalation situations, performs quality assurance activities and assists Sr. Manager with analysis of ticket data. - Responsible for ensuring Support Desk team members are focused on the prioritized activities (inbound, priority or aging incidents) throughout the business day to ensure the highest level of support to the business. - Provide coaching and feedback to Support Desk members. - Review tickets for accuracy, concise details and overall quality. - Provide input to Sr Manager regarding Support Analyst troubleshooting and ticket quality allowing for a more thorough development of the associate by the Sr Manager. - Manage communications related to escalations (P1 or issues with extended resolution times) ensuring clear updates on status and next steps are being provided on a timely basis. Engage Sr Manager on escalations that may require their involvement. - Verify thoroughness of troubleshooting prior to ticket escalation to Level 3 IT or the scheduling of a 3rd party service provider. - Engage Level 3 IT teams about aging open issues in their queues on behalf of the client. - Participate with project teams to develop support knowledge in the IT Support Desk regarding new/emerging technology being deployed within the business. - Assist Sr Manager IT Support with analysis of tickets to identify root causes of trends or areas of support that can be better supported by Support Desk team. - Publish daily report regarding Support Desk KPI’s. - Validate accuracy of shop invoices for hardware and service tech visits by 3rd party service providers. - Other duties as assigned. Qualifications - Customer service - Servicenow - Help desk - Ticket management - Ticket queue - POS - Technical support - Service desk Requirements - Intermediate Level - Contract to Hire position based out of Chicago, IL Benefits - Medical, dental & vision - Critical Illness, Accident, and Hospital - 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available - Life Insurance (Voluntary Life & AD&D for the employee and dependents) - Short and long-term disability - Health Spending Account (HSA) - Transportation benefits - Employee Assistance Program - Time Off/Leave (PTO, Vacation or Sick Leave) Application Deadline This position is anticipated to close on Jun 27, 2026.

Role Description We are looking for a proactive, detail-driven MSP Dispatcher to keep operations moving, close open loops, and ensure tickets, quotes, renewals, and vendor follow-ups never sit idle. This role is ideal for someone who is warm and professional, but also confident enough to push technicians, clients, vendors, and leadership until tasks are fully completed. - Manage and monitor the Autotask ticket queue, ensuring tickets are assigned, updated, and documented properly. - Follow up with technicians, clients, and vendors to keep service requests and open items moving toward resolution. - Review time entries and ticket documentation to support accurate billing and invoicing. - Track and follow up on quotes, leads, and opportunities using Growably / GoHighLevel. - Coordinate scheduling for onsite visits, discovery calls, and client meetings. - Monitor contracts, renewals, licenses, subscriptions, and warranty expirations. - Coordinate with vendors and distributors regarding orders, renewals, and pricing requests. - Maintain operational reports and trackers for tickets, quotes, renewals, and pending decisions. - Drive accountability by ensuring tasks, requests, and follow-ups are completed on time. Qualifications - 1–3+ years of experience in an MSP or IT-services environment, ideally in service coordination, dispatch, or service-desk administration. - Hands-on experience with a PSA or ticketing system such as Autotask, ConnectWise, Halo, or similar. - Excellent written and spoken English with warm, professional, and clear communication. - Strong organization, prioritization, and follow-through. - Confident applying pressure, reminding others, and escalating when needed to get work completed. - Comfortable working independently in a remote, async-friendly environment. - Experience with Growably / GoHighLevel, HubSpot, Pipedrive, or ActiveCampaign is preferred. - Familiarity with Hudu, IT Glue, RMM platforms, Kaseya Quote Manager, QuoteWerks, ConnectWise Sell, QuickBooks Online, and Microsoft 365 is a plus. - Comfortable tracking renewals, licenses, vendor portals, and distributor coordination. - Experience supporting a founder, owner, or small-business leadership team is preferred. Benefits - Stable, long-term collaboration. - Clear scope of responsibilities and structured workflows. - Opportunity to take ownership of key operational processes. - Opportunity to work with international teams. - Exposure to modern MSP tools and professional processes. - Supportive and collaborative work culture. - Opportunity for skill development and career growth. Before You Apply, Please Read: - These are professional roles with set schedules defined by the client. - Consistent availability is expected. You will have a set work schedule determined by the client, and you are expected to be present during those hours. - You will be part of the client’s team. You’ll follow their company guidelines, communication practices, and workflows, ensuring seamless collaboration. - Your performance will be measured to ensure alignment with client expectations and project objectives. - Training may be required. You might need to complete training to fully understand your role, tools, and client processes. - Commitment and responsibility are essential. We work with clients who rely on your dedication to deliver consistent, high-quality results. This is key to building trust and long-term partnerships. Ready to grow your career with us? Apply only if you are ready to commit, learn, and take ownership of your role.

• Attract, Retain and Develop World Class Talent: Proactive recruitment of talent; work with management establishing and implementing a strategic staffing strategy. • Effective orientation and on-boarding. • Manage staff performance; implement strategies and plans to address staff development; identify and address training needs on an ongoing basis; provide frequent performance feedback. • Work with management to develop and implement effective training, performance development and succession planning. • Develop and execute a strategic file management plan that achieves optimal file resolution and business results. • Provide face-to-face and written guidance to ensure effectiveness, engagement, accuracy and efficiency. • Conduct quality file reviews per office/ best practices guidelines. • Implement strategies and initiatives to improve file quality, customer service and manage costs. • Develop and maintain effective relationships with colleagues, business partners, customers, agents, regulatory agencies and others to achieve organizational goals and create better outcomes.