IT Help Desk Dispatcher

About Koine Ventures

Koine Ventures Inc. is a technology holding company that owns and supports multiple Managed Service Providers (MSPs). Our portfolio companies deliver managed IT and cybersecurity services to organizations that rely on secure and reliable technology infrastructure.

We are building a centralized operations team to help streamline service delivery across our MSP portfolio. We are seeking an experienced Service Desk Dispatcher who understands MSP workflows and can help coordinate incoming support requests, technician assignments, and service desk operations.

Role Overview

The Service Desk Dispatcher serves as the coordination hub for incoming support requests across our MSP service desks. This role is responsible for ticket intake, triage, and dispatching work to the appropriate technical teams while ensuring service requests are documented accurately and handled within SLA expectations.

This role is ideal for someone with prior MSP service desk or dispatcher experience who is comfortable managing ticket queues, coordinating technicians, and keeping service operations running smoothly in a fast-paced environment.

Key Responsibilities

1. Ticket Intake & Dispatch

• Serve as the first point of contact for inbound helpdesk requests via phone, email, and ticketing system.
• Create and document support tickets with clear and accurate technical details.
• Triage and prioritize tickets based on urgency, impact, and SLA requirements.
• Dispatch tickets to the appropriate technicians based on expertise, availability, and workload.

2. Service Desk Queue Management

• Monitor the PSA ticket queue to ensure tickets are assigned and progressing toward resolution.
• Track SLA response and resolution timelines and escalate issues when needed.
• Maintain clean and organized ticket documentation within the PSA system.

3. Technician Coordination

• Coordinate technician schedules for remote sessions and onsite visits.
• Balance ticket distribution to maintain technician productivity and service efficiency.
• Assist service desk leadership with workload management and dispatch coordination.

4. Client Communication

• Provide clients with clear and professional updates regarding ticket status.
• Ensure all communication and updates are properly documented within the PSA platform.

Qualifications

• Required

  Experience working in an MSP or IT service desk environment
  1–3 years of service desk coordination, dispatcher, or helpdesk operations experience
  Experience with PSA tools such as Autotask, or similar platforms
  Strong understanding of ticket triage, queue management, and SLA prioritization
  Excellent communication and organizational skills

• Preferred

  Experience supporting multi-client MSP environments
  Familiarity with remote support operations and technician dispatch workflows
  Understanding of common IT service desk issues and terminology

What Success Looks Like

First 30 Days: Confidently managing helpdesk intake and understanding service desk workflows across MSP operations.
First 60 Days: Independently triaging and dispatching tickets while maintaining an organized service queue.
First 90 Days: Fully owning dispatch coordination and helping maintain efficient service delivery across the MSP service desk.

When applying, please submit your video introduction, resume, and answer the following questions:

1. Please describe your experience working in a Managed Service Provider (MSP) environment. Include the company type, your role, and how long you worked there.

2. Which PSA or ticketing platforms have you used to manage service desk tickets and queues? Please list the systems and briefly describe your experience with them.

3. Have you been responsible for monitoring and dispatching a live helpdesk queue?
   If yes, describe how many technicians you supported and how you balanced workload and SLA priorities.

4. This is a full-time remote position requiring availability during U.S. business hours, a wired internet connection, and a quiet workspace. Can you confirm you meet these requirements?