Job Description

Job Description

Job Description

IT Service Desk Technical Dispatcher
Location: Remote (Work from Home)

We’re looking for a detail-oriented and highly organized IT Service Desk Technical Dispatcher to join our growing team. If you're passionate about delivering outstanding customer service and thrive in a fast-paced IT environment, this role could be a perfect fit.

About LevCo Technologies
For almost 20 years, LevCo Technologies has been a trusted managed IT services provider for organizations in the healthcare, legal, hospitality, manufacturing, nonprofit, education, insurance and professional services sectors. With major operations in Chicago, Miami, Orlando, and Tampa, we support clients nationwide by designing, securing, supporting, and optimizing their IT environments — all while cultivating top-tier tech talent. 

About the Role
This is a critical frontline role, responsible for managing inbound service requests, coordinating technical resources, and ensuring that issues are resolved efficiently and professionally. You will serve as the primary point of contact between customers and our technical teams, making sure each ticket is properly logged, assigned, and escalated as needed. Your goal is to ensure that every issue is handled efficiently and assigned to the right resource for fast, effective resolution.

Key Responsibilities

• Act as the first point of contact for customers submitting IT service requests
• Pre-process service requests received by phone, email, customer portal, or manual entry
• Coordinate internal and field technical resources using the dispatch portal
• Monitor and manage technician schedules to ensure timely response and time entry
• Route tickets to appropriate service groups and geographic regions
• Monitor ticket queues to ensure compliance with Service Level Agreements (SLAs)
• Communicate with customers throughout the incident lifecycle — providing updates, outage notices, and resolutions
• Escalate unresolved or delayed tickets to the appropriate team or manager
• Enter all work and communications into the service ticketing system
• Improve customer satisfaction through proactive communication and efficient coordination
• Report on IT support resource utilization and ticket resolution metrics
• Foster collaboration and teamwork across the Service Desk and NOC teams
• Continuously improve productivity and service quality

Qualifications

• Working knowledge of computers, networks, wireless systems, servers, and general IT concepts
• Strong interpersonal and communication skills — including active listening and customer care
• Ability to multi-task and adapt quickly in a dynamic environment
• Technical awareness to match the right resources to technical issues
• Service awareness of core IT services supported by the organization
• Familiarity with ticketing and remote support tools (e.g., ConnectWise, Autotask)
• Self-motivated with a strong sense of accountability and urgency

Education, Skills & Experience

• Previous customer service or IT dispatch experience preferred
• Bachelor’s degree or equivalent work experience in coordinating technical workloads
• Strong problem-solving mindset and eagerness to learn
• Excellent verbal and written communication skills

Why Join Us?

• 100% remote work environment
• Opportunity to grow within a collaborative and forward-thinking IT company
• Be part of a team that values your input, rewards performance, and supports career development

If you’re a proactive problem-solver who thrives in a fast-paced, client-facing role — we want to hear from you! Join a team that values your expertise and offers room to grow. 

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