• Confirm job details with customers and accurately match jobs to the right technicians based on availability, location, and skillset, ensuring technician readiness and following up persistently until the job is assigned. • Clearly communicate job details to technicians via phone, chat, or email, making multiple contact attempts as needed. • Monitor and track open jobs in real time, ensuring follow-up until the technician confirms completion. • Handle inbound and outbound communication with technicians and customers in a clear and professional manner. • Resolve scheduling conflicts and escalate issues when necessary. • Meet daily and weekly assignment targets, contributing to overall team performance. • Document all relevant communication in the CRM to ensure visibility across teams • Strong negotiation and persuasion skills; ability to effectively manage objections from field technicians and drive job commitment.

• Monitor shipments through TMS, carrier portals, GPS tools, and direct driver communications • Record real-time location updates, estimated arrival times, and delivery confirmations • Provide proactive updates to carriers, drivers, and internal teams regarding shipment status • Detect potential delays or service issues and promptly escalate them to the operations team • Keep customers informed on shipment progress and delivery confirmations • Review and verify documentation, including BOLs and PODs, for completeness and accuracy • Maintain comprehensive shipment logs and ensure all tracking data is accurate within the system

• Monitor ongoing operations and respond to after-hours requests and emergencies • Communicate with drivers via phone, email, and messaging platforms • Coordinate driver schedules, routes, pickups, and deliveries • Track shipments and provide real-time updates on load status • Handle delays, breakdowns, missed appointments, and other operational issues • Provide timely solutions and escalate critical issues when needed • Update internal systems with accurate shipment and driver information • Ensure compliance with company procedures and operational requirements • Maintain clear documentation of all after-hours activities and incidents

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.