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.

• Administer core IT systems including MDM (Jamf), Google Workspace, and identity/access management tooling, ensuring configurations align with NIST SP 800-171 and CMMC requirements • Lead IT projects from requirements through implementation, such as SaaS tool rollouts, onboarding/offboarding automation, and endpoint compliance initiatives • Provide Tier 2 and Tier 3 helpdesk support, serving as an escalation point for complex issues • Perform endpoint lifecycle, including imaging, configuration, policy enforcement, compliance reporting, and decommission • Administer SaaS application access and provisioning workflows, and access reviews • Onboard and offboard users by managing access through Google Admin Console and related identity tools, coordinating across People Ops, Security, and IT to ensure timely and compliant access changes • Technical implementation of security controls aligned with NIST SP 800-171, such as logging, SIEM integration, incident response capability, and endpoint configuration management • Collaborate with third-party vendors and internal stakeholders on SaaS tool rollouts, troubleshooting, renewals, and integrations • Create and maintain IT documentation, runbooks, and process improvements to improve operational consistency and reduce ticket volume

• Manage 25-30 member relationships, participates in account planning with Gartner Leadership Client Managers and Account Executives • Assist members to achieve their Mission Critical Priorities by leveraging the appropriate Gartner assets • Leverage subject matter expertise to create service solutions for the members and multi-member accounts • Define and deliver innovative solutions by assessing member needs and developing a customized engagement plan in accordance with overall product strategy and deliverables • Define and conduct on-site briefings for clients at their location in support of key initiatives • Participate in all phases of the member lifecycle: pre-sale, on-boarding, relationship management, delivery, review, and renewal • Responsible for member retention and for contributing toward growth in the region through direct support of Gartner Sales in prospect cultivation, account plan development and value demonstration activities • Host and/or participating in periodic onsite member activities, including workshops, research analyst visits (where appropriate), round tables, and webinars (in collaboration with Gartner Research)