Role Description We are looking for an organized and detail-driven Dispatcher to manage the flow of service tickets and technician schedules across all Brightworks IT locations. You are the operational backbone of our service delivery — ensuring the right technician is assigned to the right ticket at the right time. This role is critical to maintaining SLA compliance, maximizing technician utilization, and delivering responsive service to our clients. You will work directly with help desk technicians, field engineers, and management to keep our service boards running efficiently. What You Will Do - Triage & Route Tickets: Monitor triage boards across 7+ locations, reviewing incoming tickets and routing them to the appropriate help desk or field team based on issue type, client priority, and technician skill set. - Schedule Technicians: Manage technician calendars in ConnectWise Manage, scheduling remote and onsite work to maximize utilization while respecting SLA deadlines. - Monitor SLA Compliance: Track all open tickets against SLA targets, proactively escalating at-risk tickets before deadlines are missed — especially Priority 1 (Emergency) tickets. - Coordinate Emergency Response: For P1/Emergency tickets, immediately assign and schedule the best available technician, ensuring work begins within SLA requirements. - Manage Board Hygiene: Keep service boards clean — merge duplicate tickets, close spam/auto-replies, update statuses, and ensure no ticket sits unassigned. - Communicate with Technicians: Notify assigned techs of new work via email and internal chat, providing ticket context, client details, and urgency level. - Track Technician Availability: Maintain awareness of who is available, who is onsite, who is on PTO, and who has capacity for additional work. - Report on Operations: Provide daily and weekly dispatch summaries to management — tickets dispatched, SLA compliance rates, board status, and capacity utilization. - Collaborate Cross-functionally: Work with account managers, project coordinators, and finance to ensure service delivery aligns with client agreements. Qualifications - 1–3 years of experience in dispatch, service coordination, or operations — preferably in an MSP, IT services, or field services environment. - Experience with ConnectWise Manage or similar PSA/ticketing systems (Autotask, Halo, ServiceNow). - Strong understanding of IT service terminology — you do not need to fix the issues, but you need to understand them well enough to route them correctly. - Exceptional organizational and multitasking skills — you will manage 50+ open tickets and 20+ technician schedules simultaneously. - Strong communication skills — clear, concise, and professional in written and verbal communications. - Ability to prioritize under pressure — emergency tickets require immediate action, and you need to stay calm and decisive. - Detail-oriented with a commitment to keeping data clean and accurate. Preferred Qualifications - Previous experience at a managed services provider (MSP). - Familiarity with ITIL service management frameworks. - Experience managing dispatch for multi-location operations. - Knowledge of SLA structures and priority-based escalation workflows. - Basic understanding of networking, servers, and endpoint technologies. Benefits - Competitive salary. - Fully remote position. - Health, dental, and vision insurance. - 401(k) with company match. - Professional development opportunities. - Fast-paced, collaborative team environment. Company Description Brightworks IT is a leading managed services provider (MSP) delivering comprehensive IT solutions to businesses across the Northeast and Mid-Atlantic. With multiple subsidiary locations and a team of 50+ technicians and engineers, we support hundreds of clients with managed IT, cybersecurity, cloud, and project services.

• Manage and dispatch technicians throughout the day based on priority, location, and skill set • Optimize schedules to maximize job completion and daily revenue targets • Ensure all jobs are properly set up with complete and accurate details • Maintain strong communication with technicians to ensure smooth job execution • Build positive working relationships while providing clear instructions and updates • Monitor job progress and adjust schedules as needed • Provide updates to customers regarding schedules, delays, or changes • Handle rescheduling, follow-ups, and post-service “happy calls” • Address escalations professionally and ensure resolution • Coordinate with logistics to confirm materials, permits, and manpower availability • Ensure accuracy of job details for proper reporting and scheduling • Work closely with CSR teams to prioritize urgent or high-value jobs • Maintain a full call board by scheduling leads and performing outbound calls when needed • Track daily performance metrics such as job count, priority jobs, and revenue targets • Ensure all follow-ups and pending tasks are completed by end of day

• Answer inbound calls using a VoIP system (Dialpad) • Schedule and manage trips in RouteGenie • Dispatch drivers and optimize routes • Handle same-day changes, delays, and problem-solving • Communicate with patients and healthcare facilities • Manage billing and invoicing (insurance and private pay) • Track and follow up on outstanding invoices • Maintain accurate trip and client records