Service Manager & Dispatcher

Posted 6 days ago

Reports to: CEO / Owner

Location: West Bend, WI

FLSA Status: Full-Time, Exempt

Role Summary

The Service Manager / Dispatcher is the heartbeat of P3C Technologies’ service delivery. This dual-purpose role is responsible for coordinating the technical team, managing the “service board,” and ensuring that our clients receive a world-class support experience. You are the bridge between client needs and technical execution, ensuring that SLAs (Service Level Agreements) are met while maintaining high team utilization and morale.

Key Responsibilities

1. Service Coordination & Dispatching

Ticket Triage: Review all inbound service requests (email, phone, portal) and categorize them by priority, type, and subtype.
Resource Scheduling: Assign tickets to Level 1–4 technicians based on skill set, availability, and geographical location (for onsite visits).
Calendar Management: Manage the technical team’s schedules to ensure maximum efficiency and billable utilization.
Escalation Oversight: Monitor tickets that are nearing SLA breaches and reassign or escalate them to ensure timely resolution.

2. Service Management & Quality Control

Client Communication: Act as the primary point of contact for clients regarding status updates or service complaints.
Ticket Auditing: Review closed tickets to ensure documentation is complete, time is logged accurately, and the “P3C Way” was followed.
Process Improvement: Identify bottlenecks in the service workflow and suggest improvements to the CEO.

3. Team Leadership & Reporting

Utilization Tracking: Monitor technician billability and ensure the team is meeting productivity targets.
Reporting: Generate weekly reports on CSAT (Customer Satisfaction), Mean Time to Resolution (MTTR), and SLA compliance.
Huddles: Lead daily “Morning Scrums” to review the day’s high-priority tasks and roadblocks.

Required Skills & Qualifications

The “Dispatcher Mindset”: Ability to remain calm in a fast-paced environment and juggle multiple moving parts simultaneously.
Tech-Savvy: While you don’t need to be a Level 3 Engineer, you must understand IT terminology (e.g., the difference between a server crash and a printer error).
Communication: Exceptional verbal and written communication skills with a focus on “translating” tech-speak for clients.
PSA Proficiency: Experience with MSP tools like ConnectWise, Autotask, SyncroMSP, Atera, or HaloPSA is highly preferred.
Experience: 2+ years in a coordination, dispatching, or management role (ideally within an MSP or high-volume service industry).

Performance Metrics (KPIs)

SLA Achievement: 95%+ of tickets responded to within the established window.
Response Time: Average time to triage and assign a ticket < 30 minutes.
Team Utilization: Maintaining an average team billable percentage of 75-80%.
CSAT Score: Maintaining a “Positive” feedback rating average of 4.8/5.0.

Why Join P3C Technologies?

P3C Technologies LLC is a service started by Brad Otto in 1996, originally created to aid home users with their technology needs. The “P3C” originally stood for Personal Computer Construction and Consultation back in the day when building custom computers for people was still profitable!

Our business transitioned to (and is now) technology consulting services for the small and midsize business. The typical market we serve are small to medium sized businesses that do not employ a full-time IT staff.

We are a fast-growing firm with clients across a wide variety of industries. Our clients love our dedication to solving techie problems and our ability to translate the geek speak for them. We offer medical and dental benefits, flex PTO policy, continuing education, paid certifications, bonuses, profit sharing, 401k with company match, cell phone stipend, paid gym membership, and other unique benefits.