Dispatcher
Dispatcher — Brightworks IT Location: Richmond, VA | Type: Full-Time About Brightworks IT 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.
About the Role
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 What You Bring 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
What We Offer
Competitive salary Fully remote position Health, dental, and vision insurance 401(k) with company match Professional development opportunities Fast-paced, collaborative team environment Brightworks IT is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.