IT Dispatcher

Next Perimeter is a leading cloud-first cybersecurity provider specializing in zero trust architecture and protection against modern-day threats, whether in-office or remote. We leverage cutting-edge technologies like Intune, Windows, and Microsoft 365 to deliver security and optimization settings to devices, ensuring a modern desktop experience for our clients.

We are seeking an IT Dispatcher to serve as a critical point of coordination between our teams, stakeholders, and end users. The Dispatcher will be responsible for allocating resources, ensuring ticket accuracy, and maintaining exceptional customer communication. This position emphasizes operational excellence and customer service, making it ideal for individuals with strong attention to detail, multitasking skills, and the ability to build rapport with clients.

Duties and Responsibilites :

In this role, you will be responsible for assigning tickets to technicians based on priority, expertise, and SLA requirements, ensuring efficient workflow management. You will coordinate appointments for projects, MACD (Moves, Adds, Changes, and Deletes), and service requests with end users and stakeholders, while closely monitoring and managing ticket queues to ensure timely resolution. A key part of your role will involve reviewing tickets to confirm that entries are properly categorized, linked to the correct locations and agreements, and meet SLA standards. Additionally, you will identify discrepancies or missing information in tickets and collaborate with technicians to make necessary corrections.

Acting as a liaison for end users, you will work to resolve frustrations, identify duplicate or unresolved tickets, and escalate issues to the Service Delivery Manager as needed. You will also coordinate with sales teams for project or equipment quotes when required. This role involves tracking lifecycle management deliverables, such as maintaining asset details (e.g., serial numbers) and ensuring the PSA software remains up-to-date with accurate information. You will support processes related to lifecycle management, including procurement, configuration, and documentation.

Moreover, you will provide reporting and contribute to resource allocation, account handling, and service delivery improvements. Collaboration with the Managed Services and Professional Services teams will be essential to ensuring a seamless service delivery experience for stakeholders and clients.

Requirements and Skills :

We are seeking a dedicated and detail-oriented professional with prior experience in customer service, dispatch, or coordination roles-experience in IT or service delivery is preferred but not required. The ideal candidate will demonstrate exceptional organizational skills, the ability to multitask, and strong time management capabilities. Excellent written and verbal communication skills are essential, as is a customer-focused, approachable demeanor. Proficiency with ticketing systems and PSA tools is a plus. We value proactive problem-solvers who are eager to provide solutions and deliver outstanding service.

Job Type : Full-time

Salary : $20.00 to $25.00 per hour

Benefits :

We offer a comprehensive benefits package that includes medical, dental, and vision insurance, as well as a 401(k) plan to help you plan for the future. You'll enjoy unlimited vacation, sick leave, and access to our Employee Assistance Program to support your well-being. We also provide parental leave, professional development assistance to help you grow in your career and a referral program to reward you for helping us find great talent.

Schedule :

This is an in-office position with a schedule of Monday through Friday, 9 : 00 AM to 6 : 00 PM.

Supplemental pay types :

We offer supplemental pay types, including opportunities for bonuses and compensation increases.

Salary : $20 - $25