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.

APPLY FOR THIS JOB - STEP ONE - YOUR INTRODUCTORY VIDEO

As part of your application to join us at P3C - please make sure you do the following:

Upload a video here: https://p3ctechllc.sharefile.com/r-rd706ec757cd644ababf3b6c4a81b77ed

We want you to introduce yourself to us and tell us:

1. Why you want to work with P3C.

2. Why you think you would be a good fit for the position.

3. What is important to you when you decide to join a company.

4. What strengths you think you can bring to P3C in this position.

The P3C Technologies Consulting Agent is an individual that loves technology and helping people solve technology problems. This is a full-time position based out of our West Bend, WI office. Having a background in computer support will aid in this position, so a focus on this skillset in high school or college is a definite requirement. Our clients expect to utilize us as if we were their internal IT department - this means we act as advisor, troubleshooter, counselor, technology guide, and support. We often guide our clients with the advice and direction a CIO would provide to a board of directors. Your career with P3C Technologies can grow from entry level support to a full fledged IT consultant who acts in this capacity for our existing clients and clients you bring into the firm. You will be supplied with a variety of tools to utilize and IT infrastructure products to sell that aid small and mid-sized businesses. You will be provided with access to a company training portal with thousands of hours of available technology education programs. You will be expected to train on several of those programs and continue your education regularly. You are required to never stop learning and to make technology a hobby - it is the only way to be successful in this business. Your employment duties may include, without limitation, the below list. This is not an exhaustive list; you will be expected to perform any reasonable assigned task.

• answering the telephone in a professional and courteous manner
• monitoring client technology
• sales of technology products and infrastructure solutions including phone systems, email, websites, antivirus and security, managed IT services, backup services, and more
• assisting clients with technology needs (remotely and on-site at the client location)
• managing e-mail marketing and social media
• new client sales
• customer service and customer care
• opening, working, and resolving customer ticketing requests
• business networking
• expanding the P3C Tech Consulting Agent program

Expectations:

• Given that we travel to our clients, you must have a reliable car with a valid driver's license and clean driving record
• You must have a smartphone - Apple iPhone preferred but an Android will suffice
• Willing to submit to background check and drug screening

Employment Type / Compensation / Schedule:

• Full time / Part-Time / Intern position
• Salary commensurate with experience plus the opportunity to earn bonuses based on performance

Benefits for full-time employees will include:

• Vacation after 1 year of service
• Tech gadget bonus
• Cell phone stipend
• Annual bonuses based on company performance
• Medical / Dental coverage options
• 401k with company match and profit sharing

About P3C Technologies LLC: 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 home and business. The typical market we serve includes home users that need in-person / remote assistance, as well as small to medium sized businesses that do not employ a full-time IT staff.