A Dispatcher/Receptionist role at a Managed Service Provider (MSP) is crucial for maintaining efficient and effective operations. Here’s a detailed job description for this position:

Job Overview: The Dispatcher/Receptionist is the first point of contact for clients and plays a key role in managing communication and service requests. This position is responsible for ensuring that client inquiries are addressed promptly and efficiently, dispatching service requests to the appropriate technical teams, and maintaining effective communication between clients, technicians, and management.

Key Responsibilities:

Client Communication:

  • Answer, screen, and forward incoming phone calls in a courteous and professional manner.
  • Manage email inquiries and ensure timely responses to clients.
  • Provide basic information about services and direct specific inquiries to the appropriate departments.

 Dispatching Duties:

  • Receive and log service requests from clients.
  • Assign and dispatch service tickets to the appropriate technical staff based on skill set, availability, and location.
  • Monitor the progress of service requests and update clients on the status of their issues.

 Administrative Support:

  • Maintain records of client interactions, transactions, and comments.
  • Assist in scheduling appointments and organizing technicians’ schedules.
  • Prepare regular reports on service activities and dispatch efficiency.

 Collaboration and Team Support:

  • Work closely with technical staff to understand their capabilities and areas of expertise.
  • Provide feedback to the management team regarding service improvements or client concerns.
  • Participate in team meetings and contribute to process improvements.


  •  High school diploma or equivalent; further education or certification is a plus.
  •  Proven experience as a dispatcher, receptionist, or in a similar role.
  •  Excellent communication and interpersonal skills.
  •  Ability to multitask and prioritize in a fast-paced environment.
  • Strong organizational and administrative skills.
  • Familiarity with MSP operations and technical terminology is preferred.