Help Charlotte Businesses Run on IT That Never Sleeps

Reports to: Help Desk Manager  ·  Pay: $45,000–$60,000 per year, negotiable based on experience  ·  Location: Charlotte, NC (in-office; must be local to the Charlotte area)

About the role

You are the traffic controller for our service desk. You make sure the right technician is working on the right issue at the right time, keep clients informed, and make sure nothing falls through the cracks. You will work closely with clients, technicians, and the Help Desk Manager to manage service requests from initial ticket through resolution. This is a client-facing position, so communication, professionalism, organization, and follow-through are essential.

What you will do

Service desk dispatch and coordination

• Monitor and manage the ticket queue throughout the day.
• Review, prioritize, categorize, and assign incoming tickets based on technician skills, workload, availability, urgency, and client requirements.
• Watch ticket aging, stalled work, and tickets approaching service-level expectations.
• Coordinate escalations between technicians and higher-level resources.
• Keep ticket and scheduling information accurate in ConnectWise.

Technician scheduling

• Manage technician schedules, remote support appointments, onsite visits, and project activities.
• Balance workloads, resolve conflicts, and adjust as priorities change.
• Make sure technicians have the time and information they need to finish their work.

Client communication

• Talk directly with clients about scheduling, ticket status, appointments, and next steps.
• Set expectations on timing and availability, and give proactive updates when plans change.
• Build strong, professional relationships, handle frustrated clients calmly, and know when to escalate to the Help Desk Manager.

Service desk accountability

• Follow up with technicians when tickets need updates or action.
• Spot potential service issues before they become client problems.
• Make sure service desk processes are followed, support the team's service metrics, and escalate significant workflow or performance concerns.

Technical understanding

You do not need to be an IT technician. You should be comfortable learning the basics of what we provide, including Microsoft 365, Windows computers, email, user accounts, networking, Wi-Fi, cybersecurity, and remote support, well enough to understand the nature and urgency of a request. MSP or IT experience is a plus, but not required. Strong dispatch, scheduling, customer service, operations, or coordination experience is welcome.

What we are looking for

• Highly organized, detail-oriented, and excellent at follow-through.
• Comfortable managing multiple priorities at once.
• An excellent verbal and written communicator who is confident speaking with clients.
• Naturally good at coordinating people and resources, and comfortable working with technical staff.
• Calm and professional under pressure.
• Willing to ask questions, follow up when something is not moving, and take ownership rather than wait to be told what to do.
• Technically curious and quick to learn new software.

Most importantly, you naturally think: “What needs to happen next, who needs to do it, and how do I make sure it happens?”

Qualifications

• 1–3 years of experience in dispatch, scheduling, customer service, service coordination, operations, IT, or a related field preferred.
• Strong computer skills and the ability to learn new software quickly.
• Experience with ticketing, PSA, CRM, scheduling, or workflow-management software is a plus.
• MSP experience is preferred but not required.
• High school diploma or equivalent required.

What success looks like

Tickets are assigned quickly and appropriately. Technicians know their priorities and their schedules are productive. Clients get timely, professional communication and feel their requests are actively managed. Nothing sits unnoticed, escalations happen at the right time, and the Help Desk Manager sees issues before they become larger problems.

Office support

As an active member of our in-office team, you will occasionally help with general office needs, such as receiving packages and keeping the workspace organized. This is not a receptionist or general administrative position. The primary responsibility is service desk dispatch, coordination, and client service.

Compensation

$45,000–$60,000 per year, negotiable based on experience.

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