{"id":2058420,"url":"https://alion.io/job/adnet-technologies-dispatcher","title":"Dispatcher","company":{"id":2166735,"name":"ADNET Technologies","domain":"thinkadnet.com","url":"https://alion.io/company/thinkadnet","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Field & Service","role_family":"Field & Service","seniority":"middle","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Albany, United States","New York, United States","United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":56000,"max_usd":109000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":204},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Service Desk","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"SOC 2","optional":false}],"status":"live","first_seen_at":"2026-10-07T00:00:00Z","employer_posted_date":"2026-10-07","last_verified_at":"2026-10-09T19:40:52Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Founded in 1991, ADNET Technologies is a SOC 2, Type II Compliant IT management and cybersecurity firm with offices in Rocky Hill, CT and Albany, NY. ADNET works closely with clients to provide industry-leading service across three core areas-Managed IT Services, Cybersecurity and Cloud-and is distinguished by its human-centered approach to client engagements. From providing seamless access to a vast support network to a dedicated Engagement Team in your local community, ADNET is proud to be both recognized globally and loved locally. (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.)\nAt ADNET, a New Charter Company, we are seeking an Dispatcher in a remote position (in other companies this person could hold the title of Service Coordinator, IT Service Coordinator, Service Desk Coordinator, Client Services Coordinator) to coordinate technical support operations and deliver an exceptional client experience across our Technical Assistance Center (TAC).This is a 100% remote position.\nIn this role, you will partner with ADNET clients, TAC engineers, technical resources, and service delivery leadership to prioritize and route support tickets, coordinate technician schedules and project work, monitor service levels, and manage client communications. You will use ConnectWise and established service management processes to track daily activity, maintain accurate ticket information, manage escalations, and help ensure support requests move efficiently from intake through resolution.\nTo be successful in this role, you will balance multiple priorities while making sound scheduling and ticket-routing decisions based on client impact, urgency, resource availability, and SLA requirements. You will maintain closed-loop communication with clients, proactively follow up on outstanding issues, identify opportunities to improve service processes, and help the TAC team consistently deliver a responsive and professional support experience.\nWe 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.\nJob Location: Remote (East Coast Preferred)\nSalary: 55k\nGeneral Job Duties Include:\nCoordinate the efficient use of TAC technical resources to support client needs and service-level objectives.\nPrioritize incoming support tickets based on urgency, business impact, client needs, and established service procedures.\nAssign support tickets to the appropriate technical resources and reassign tickets as necessary to meet SLA targets and maintain client satisfaction.\nSchedule technical team members for support tickets, projects, and other service activities.\nMonitor ticket queues, outstanding issues, escalations, and service levels to help ensure timely client support.\nProvide clients with timely updates regarding support ticket status, scheduling, next steps, and expected resolution.\nCommunicate scheduling changes to clients and coordinate with ADNET team members to make necessary resource adjustments.\nAnswer incoming support calls and accurately create and document support tickets.\nServe as a client advocate by identifying service concerns, coordinating appropriate escalation, and following up to ensure issues are addressed.\nPractice closed-loop communication by following up with clients throughout the support process and confirming service expectations have been met.\nAssist with maintaining the managed client support portal and related service information.\nPerform administrative responsibilities that support strong client and vendor relationships.\nIdentify appropriate client opportunities and communicate them to ADNET's sales and management teams.\nMaintain accurate daily activity, ticket, scheduling, and service information in ConnectWise.\nMonitor email and voicemail throughout the workday and respond to messages within established service expectations.\nIdentify, document, and report client issues or concerns to the appropriate team members.\nDocument the processes and procedures associated with the Service Coordinator role and keep documentation current.\nHelp create and improve team goals, policies, workflows, and standard operating procedures to increase efficiency and improve the client experience.\nStay current on industry trends and technologies that may affect service operations or client expectations.\nParticipate in technical staff meetings, document meeting notes, and be prepared to discuss client issues and service delivery concerns.\nCollaborate with team members and proactively provide information and assistance that contributes to the success of the TAC and ADNET.\nWork with your supervisor to pursue relevant education, training, and professional development objectives.\nFollow ADNET policies, standard operating procedures, and core values, including Passion, Integrity, Accountability, Focus, and Professionalism.\nPerform other responsibilities related to the Service Coordinator role as assigned by your supervisor.\nRequired Experience:\nMinimum of three years of relevant professional experience or a combination of relevant education and work experience.\nDemonstrated ability to organize, prioritize, and manage multiple tasks, schedules, and competing priorities in a fast-paced service environment.\nExceptional written and verbal communication skills with the ability to communicate professionally with clients, technical staff, and internal stakeholders.\nStrong attention to detail, follow-through, logical decision-making, and the ability to prioritize technical support work based on business impact and client needs.\nAbility to work methodically with minimal supervision while remaining productive both independently and as part of a collaborative team.\nPreferred Experience:\nAssociate's degree in Information Systems or a related field.\nExperience coordinating a technical support team, IT service desk, help desk, managed services team, or similar client-facing technology environment.\nExperience with ConnectWise or a comparable professional services automation (PSA), ticketing, or IT service management platform.\nFamiliarity with service-level agreements (SLAs), ticket triage, escalation management, technician scheduling, and support queue management.\nExperience developing or improving workflows, processes, documentation, and standard operating procedures to increase service team efficiency and client satisfaction.\nExperience working in a managed service provider (MSP) or other high-volume client support environment.\nStandards of Performance\nThe Dispatcher will be performing successfully when:\nSLA targets for ticket triage are consistently achieved or exceeded.\nExcellent client relationships are developed and maintained through responsive, professional communication.\nSupport tickets are effectively prioritized, routed, scheduled, monitored, and escalated based on client impact and service requirements.\nProjects, tasks, and assigned responsibilities are completed accurately, professionally, and on time.\nTeam processes, procedures, and service documentation are maintained and kept current.\nClient concerns receive appropriate follow-up and closed-loop communication.\nConnectWise and other service records accurately reflect daily activities and relevant client interactions.\nA positive, professional, and productive communication style is maintained with clients and coworkers.\nStrong working relationships are maintained across the TAC and broader ADNET team.\nCompany and departmental policies and procedures are consistently followed.\nProgress toward professional development, education, and career objectives is maintained.\nConsistent productivity and sound judgment are demonstrated while working independently in a remote environment.\nPhysical Requirements & Work Conditions\nPhysical: Correctable vision and full hearing capability, including the ability to distinguish tones. Ability to perform normal office work, lift approximately 10-30 pounds, and sit and/or stand for up to 10 hours per day.\nLanguage: Ability to effectively speak, read, and write English.\nJudgment: Ability to make prudent decisions regarding matters of significance to ADNET or its clients.\nWorking Conditions: This is a 100% remote position. The role may occasionally require work during evenings or weekends based on business and client support needs.\n Dress: Follow company dress and professional appearance policies.\nAdnet Technologies, a New Charter Company, is committed to creating an inclusive environment and is proud to be an equal opportunity employer. Adnet Technologies recruits, employs, trains, compensates, and promotes regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.","description_format":"text","description_chars":8860,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"associate","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":true}]},"benefits":["Professional development"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Cybersecurity","Information Technology","Information Security"],"lifecycle":[{"event":"open","at":"2026-10-08T00:47:11Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":2,"expected_fill_days":43,"reasons":["conf:2","win:early"],"computed_at":"2026-10-09T06:01:00Z"},"pay":null,"html_url":"https://alion.io/job/adnet-technologies-dispatcher","json_url":"https://alion.io/job/adnet-technologies-dispatcher.json","meta":{"generated_at":"2026-10-10T02:29:58Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":4673,"day_limit":5000,"remaining_today":327,"minute_limit":60,"resets_at":"2026-10-11T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2166735},"rest":"https://alion.io/mcp/rest/get_company?id=2166735"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fadnet-technologies-dispatcher"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fadnet-technologies-dispatcher"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fadnet-technologies-dispatcher"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/adnet-technologies-dispatcher\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fadnet-technologies-dispatcher"}]}