Dispatcher

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Founded in 1991, ADNET Technologies is a SOC 2, Type II Compliant IT management and cybersecurity firm with offices in Rocky Hill, CT and Albany, NY. ADNET works closely with clients to provide industry-leading service across three core areas—Managed IT Services, Cybersecurity and Cloud—and is distinguished by its human-centered approach to client engagements. From providing seamless access to a vast support network to a dedicated Engagement Team in your local community, ADNET is proud to be both recognized globally and loved locally. ( Please note: Every application submitted through Workday is reviewed by a real person, not an AI. We value your time and take each submission seriously.) At ADNET, a New Charter Company, we are seeking an Dispatcher in a remote position (in other companies this person could hold the title of Service Coordinator, IT Service Coordinator, Service Desk Coordinator, Client Services Coordinator) to coordinate technical support operations and deliver an exceptional client experience across our Technical Assistance Center (TAC). This is a 100% remote position. In this role, you will partner with ADNET clients, TAC engineers, technical resources, and service delivery leadership to prioritize and route support tickets, coordinate technician schedules and project work, monitor service levels, and manage client communications. You will use ConnectWise and established service management processes to track daily activity, maintain accurate ticket information, manage escalations, and help ensure support requests move efficiently from intake through resolution. To be successful in this role, you will balance multiple priorities while making sound scheduling and ticket-routing decisions based on client impact, urgency, resource availability, and SLA requirements. You will maintain closed-loop communication with clients, proactively follow up on outstanding issues, identify opportunities to improve service processes, and help the TAC team consistently deliver a responsive and professional support experience. We understand that great candidates may not meet every requirement listed. If you meet around 70% of the qualifications and are excited about this role, we encourage you to apply. Job Location: Remote (East Coast Preferred) Salary: 55k General Job Duties Include: Coordinate the efficient use of TAC technical resources to support client needs and service-level objectives. Prioritize incoming support tickets based on urgency, business impact, client needs, and established service procedures. Assign support tickets to the appropriate technical resources and reassign tickets as necessary to meet SLA targets and maintain client satisfaction. Schedule technical team members for support tickets, projects, and other service activities. Monitor ticket queues, outstanding issues, escalations, and service levels to help ensure timely client support. Provide clients with timely updates regarding support ticket status, scheduling, next steps, and expected resolution. Communicate scheduling changes to clients and coordinate with ADNET team members to make necessary resource adjustments. Answer incoming support calls and accurately create and document support tickets. Serve as a client advocate by identifying service concerns, coordinating appropriate escalation, and following up to ensure issues are addressed. Practice closed-loop communication by following up with clients throughout the support process and confirming service expectations have been met. Assist with maintaining the managed client support portal and related service information. Perform administrative responsibilities that support strong client and vendor relationships. Identify appropriate client opportunities and communicate them to ADNET's sales and management teams. Maintain accurate daily activity, ticket, scheduling, and service information in ConnectWise . Monitor email and voicemail throughout the workday and respond to messages within established se

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