Service Dispatcher

Naperville, IL

Full Time

Experienced

Do you love helping customers, juggling busy schedules, and keeping a team on track? Thrive in a fast-paced environment with clear communication and strong organization? If you enjoy making a difference every day, we’d love to talk.

Master Solutions, a growing Managed IT Services Provider in Naperville, IL, is hiring a Service Dispatcher. You’ll be the communication hub between clients and technicians, triaging requests, scheduling resources, and keeping support running smoothly. No technical expertise needed, so if you’re organized, customer-focused, and enjoy keeping operations moving, let’s connect!

To the qualified Service Dispatcher, we offer:

Competitive Compensation – $42,000 - $55,000 based on experience
Sign-On Bonus – Join our team and get rewarded from the start
Paid Overtime – Earn extra for the hard work you put in
Generous Paid Time Off – Start with 10 days of PTO per year plus holidays
Comprehensive Health Benefits – Medical, dental, and vision insurance
401(k) with Company Match – Invest in your future

Primary Duties of the Service Dispatcher:
Service Coordination & Scheduling

Prioritize and schedule service tickets for technicians.
Monitor the service board and follow up to keep tickets moving.
Balance workflow to match technician availability with client needs.

Client Communication

Act as the first point of contact for service requests.
Gather key details, triage issues, and route tickets appropriately.

Documentation & Process Support

Keep ticket notes, client details, and schedules accurate and current.
Maintain dispatch systems/workflows and recommend process improvements.

Operational Support

Track SLAs and response times to support service metrics.
Help prepare daily schedules, reports, and follow-up lists.

Professional Expectations for the Service Dispatcher:

Alignment with Company Values
Excellent Communication & Customer Service
Problem-Solving & Proactive Thinking
Time Management & Organization
Team Collaboration
Willingness to Learn & Taking Initiative.

Master Solutions, Inc. has been in business for 30 years, serving small and medium-sized businesses in the Chicago area in multiple industries and is excited about what's on the horizon. We are located in Naperville, Illinois.

Join our dynamic team, gain valuable hands-on experience, and receive expert training from seasoned professionals. As a key player on the front lines, you’ll work directly with clients, providing the technology solutions they need to achieve their business goals.

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A client calls, reporting that their printer isn’t working. At the same time, you notice another open ticket where a user cannot log in to their computer at all. What should you do?*

A client submits a vague ticket: “Internet is slow.” What is the best next step?*

A technician reports that they will be delayed finishing a job and won’t make it to their next scheduled appointment. What should you do? (Select all that apply.)* Notify the next client immediately and offer to rescheduleUpdate the technician’s schedule to reflect the delayHold the information until the technician finishes their current workAttempt to reassign the next appointment to another available technicianDocument the schedule change and communication in the ticket system

A client calls with an urgent issue, but isn’t able to clearly describe the problem. What should you do first?*

A technician finishes a job but forgets to add notes to the ticket. The client calls asking for a status update. What should you do?*

Should every client interaction—phone call, email, or update—be documented in the ticketing system?*

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Service Dispatcher

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