Dispatch & Client Services Lead

IT Dispatch \& Client Services Lead · Reports To: President · Full\-time, Non\-Exempt In\-Person (On\-Site) · Citizenship Requirement: Must be a U.S. Citizen · Salary Range: $65,000 \- $75,000 About AGS Managed IT AGS Managed IT is a Cyber AB Approved Organization helping defense contractors and other regulated businesses get — and stay — compliant. We do the technical work well and we explain it in plain English. No jargon. No arrogance. Just a team genuinely invested in our clients' outcomes — and in each other. Position Summary The Dispatcher is responsible for the daily coordination and scheduling of IT Technicians and Engineers across all client engagements, using Autotask PSA as the primary dispatch and ticketing platform. This role ensures tickets are appropriately triaged, prioritized, and assigned to the right resource in a timely manner to meet client SLAs. In addition to dispatch duties, this position plays a key role in monitoring technician performance, providing coaching and feedback, and tracking attendance and punctuality across the technical team. This role works closely with leadership and has direct visibility into overall service delivery quality. Essential Duties and Responsibilities Dispatch \& Scheduling \- Manage the daily dispatch queue in Autotask, assigning incoming tickets to Technicians and Engineers based on skill set, availability, priority, and SLA requirements. \- Monitor ticket queues throughout the day to identify unassigned, aging, or at\-risk tickets and reassign/escalate as needed. \- Coordinate on\-site vs. remote scheduling, including travel time and client site logistics for technicians. \- Adjust schedules in real time to accommodate emergencies, callouts, high\-priority incidents, or client escalations. \- Serve as the primary point of contact for technicians needing schedule changes, ticket clarification, or reassignment. \- Communicate proactively with clients regarding technician ETAs, delays, or schedule changes when needed. \- Maintain accurate ticket status updates, time entries, and dispatch notes within Autotask. \- Daily review and monitoring of technician time logs in Autotask to verify accurate and complete recording of billable client hours against tickets worked. \- Support after\-hours or emergency dispatch coordination as needed (including on\-call rotation when applicable). Technician Performance Monitoring \& Coaching \- Track technician performance metrics within Autotask (ticket volume, resolution time, SLA compliance, utilization rates). \- Identify trends or recurring issues (e.g., missed SLAs, ticket bottlenecks); generate solutions to resolve and bring them to leadership’s attention. \- Provide day\-to\-day coaching and constructive feedback to technicians on ticket handling, documentation quality, and time management. \- Conduct formal performance reviews based on dispatch data, observed performance and behaviors. \- Recognize and reinforce positive performance behaviors to support team morale and productivity. Attendance \& Punctuality Tracking \- Monitor daily attendance, clock\-in/out times, and punctuality for technical staff. \- Accurately track attendance records and proactively meet with technicians to address flagged patterns of tardiness or absenteeism." \- Coordinate coverage adjustments when technicians are late, absent, or unavailable. \- Enforcement adherence to attendance policies. General \& Administrative \- Generate and distribute daily/weekly dispatch and performance reports to leadership. \- Maintain clear documentation of dispatch decisions, escalations, and schedule changes. \- Participate in daily stand\-ups or huddles with the technical team to review priorities. \- Continuously look for ways to improve dispatch efficiency and ticket flow. Technical Experience Requirements \- Proficiency with Autotask PSA required — including ticketing, scheduling/dispatch module, resource management, and reporting functions. \- Working knowledge of ITIL\-based ticket lifecycle concepts (triage, prioritization, escalation, SLA management). \- Basic understanding of common IT/networking terminology sufficient to properly triage and route tickets (e.g., network outages vs. hardware failure vs. software issues vs. cloud/O365 issues). \- High proficient in using Microsoft Office/365 (Excel, Outlook, Teams) for reporting and communication. \- Experience with time\-tracking, scheduling, or workforce management tools is a plus. Interpersonal Experience Requirements \- Strong verbal and written communication skills; must be able to communicate clearly with technicians, engineers, clients, and leadership. \- Demonstrated ability to coach, mentor, and provide constructive feedback to technical staff. \- Comfortable having direct conversations regarding attendance, punctuality, and performance concerns. \- Strong conflict\-resolution and de\-escalation skills, particularly when balancing client urgency with technician availability. \- Highly organized with the ability to multitask and reprioritize quickly in a fast\-paced, small\-team environment. \- Customer\-service mindset — understands that dispatch decisions directly affect client satisfaction. \- Team\-oriented and collaborative; able to work closely with a small leadership team where roles may overlap. \- Sound judgment and discretion when handling performance or attendance issues in a small office setting. Industry Experience \& Knowledge Requirements \- Minimum of 5 years of solid work experience within the MSP/IT services industry. \- Minimum of 2 years in a dispatch, coordination, or supervisory/team\-lead role, ideally within an MSP or IT services environment. \- Solid understanding of the managed services delivery model, including SLA structures, ticket prioritization frameworks, and client escalation paths. \- Familiarity with common categories of IT support work (network infrastructure, end\-user hardware/software support, server/cloud environments, security incidents) sufficient to make informed dispatch decisions. \- Understanding of technician skill differentiation (e.g., Tier 1/2/3, field vs. remote, generalist vs. specialist) and how that impacts assignment decisions. \- Experience working in a small\-company environment is a plus. Education \& Certification Requirements \- Bachelor's degree required with a minimum of two years team lead or supervisory experience, or equivalent combination of progressive experience in IT service delivery, dispatch/coordination, or supervisory roles within an MSP or IT services environment, totaling 9\+ years, in lieu of degree. \- Relevant industry certifications such as CompTIA Network\+, Fortinet, Nutanix, Security\+, or Microsoft are a plus but not required. Additional Requirements \- Must be a U.S. Citizen — required by federal contract security provisions applicable to this position. No exceptions. \- This is a full\-time, in\-person position based in the Metro Detroit office. \- Must be able to maintain regular, reliable, on\-site attendance, as well as availability for on\-call and emergency response outside of standard business hours given the nature of the dispatch function. Pay: $65,000\.00 \- $75,000\.00 per year Benefits: Health insurance Paid time off Professional development assistance Application Question(s): Are you a US citizen? Work Location: In person