IT Service Dispatcher

We believe talent deserves a human touch. Your application will be read by an actual person who’s excited to discover the real you.

At Verus, a New Charter Company, we are seeking an IT Service Dispatcher in Coon Rapids, MN (in other companies this person could hold the title of (IT Dispatcher, Service Desk Dispatcher, IT Dispatch Coordinator)) to coordinate incoming service requests, triage tickets, and schedule technical resources while delivering a responsive client experience. 

This is an onsite role based in Coon Rapids, MN. 

In this role, you will partner with clients and technical teams to manage service tickets and help ensure SLAs are met. As a primary point of contact for clients, you will gather details from incoming calls, create and triage tickets, review technician calendars, schedule client appointments, route requests to the appropriate resources, and coordinate engineer availability. You will serve as a key connection between clients and technical teams, helping ensure service requests are prioritized appropriately and progress efficiently toward resolution. You will also provide timely communication around scheduling, next steps, and changing priorities, keeping clients and engineers informed throughout the service process. 

To be successful in this role, you will balance multiple priorities, communicate professionally, and set clear expectations while keeping service requests organized. You will bring dispatching experience, strong multitasking skills, and the resilience to navigate demanding situations and challenging interactions with confidence. You will be comfortable addressing conflict directly, holding others accountable, and asserting yourself when priorities, timelines, or expectations need to be reinforced. Strong attention to detail, composure under pressure, and a solutions-focused mindset will help you manage urgent requests and competing demands while maintaining productive relationships with both clients and internal teams.

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. 

General job duties include: 

• Serve as a primary point of contact for incoming client service requests, gathering relevant information and ensuring each request is documented accurately from the initial interaction 

• Triage incoming service tickets by assessing client needs, urgency, and technical context to determine appropriate prioritization and assignment 

• Review engineer schedules, skill sets, and availability to coordinate client appointments and assign service requests to the appropriate technical resources 

• Coordinate scheduling and resources across Service Desk and Escalation teams, proactively communicating with clients and internal teams as priorities, technician availability, or appointment schedules change 

• Monitor active service requests to maintain clear ownership, timely follow-through, and SLA adherence, while resolving scheduling conflicts and urgent service needs to keep tickets moving toward resolution 

Required Experience 

• Previous experience in dispatching, scheduling, service coordination, or a similar role involving the management of multiple resources and priorities 

• Demonstrated ability to organize and prioritize multiple concurrent requests while maintaining accuracy and consistent follow-through 

• Strong verbal and written communication skills with the ability to establish clear expectations and communicate professionally with both clients and internal teams 

• Ability to navigate challenging conversations, resolve conflict, and communicate assertively when reinforcing priorities, timelines, or expectations 

• Resilience and composure when handling escalations, changing priorities, and demanding client or internal interactions 

Preferred Experience 

• Previous experience in an IT services, technical support, Managed Service Provider (MSP), or technical dispatch environment is a plus 

• Familiarity with CRM, IT service ticketing, or similar systems used to support ticket triage, scheduling, and escalation workflows 

• Interest in developing deeper technical knowledge and taking long-term ownership of the dispatch and service coordination function 

Compensation: 

The compensation is expected to start at $60,000 or higher. Our offer will be determined by multiple factors including candidate experience and expertise and may vary from the amount listed above. 

Who We are: 

At New Charter, we’re building a caliber of business the IT industry hasn’t yet seen. We are serving small-to-medium sized businesses in 10+ industries across North America, and we deliver best-in-class technology solutions to propel our clients into the digital world.

At New Charter, we’re investing in our people – through growth and learning initiatives, employee benefits, company innovation, and more. We are constantly seeking a diverse candidate backgrounds and perspectives to amplify inclusive hiring practices for each job opening. Our partner companies have career paths for many different role types, whether you want to be deeply technical or whiteboarding with clients, and we are committed to developing fulfilling career paths for all contributors at New Charter. (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.)

Our teams are dedicated to pioneering breakthrough technologies, disruptive solutions, and transformative strategies. We’re the architects of change, fostering an environment where bold ideas take flight, and creativity knows no bounds. At New Charter, we’ve embraced the idea that every individual brings something special to the table. Our foundation is based on the belief that each team member plays a crucial role in our collective success. 

Ready to be part of a dynamic and supportive community where your unique skills and personality shine? We’re on a mission to make a difference, and we want you to be part of the story. Let’s transform the world together and build a career that’s as unique as you are!

We are looking for driven and passionate people who are excited to work in an incredibly rewarding environment. So, if you are ready to learn, be inspired, solve problems, and grow professionally, apply today!  Learn more here: Why New Charter.

New Charter is committed to creating an inclusive environment and is proud to be an equal opportunity employer. New Charter recruits, employs, trains, compensates, and promotes regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.