service desk structure

Most MSPs treat the dispatcher and the service desk manager as interchangeable titles for the same job. This assumption costs companies more than they realize, because the two roles solve different problems and require different skill sets entirely. A dispatcher routes tickets. They match incoming issues to available technicians based on skill level, workload, and urgency, and they keep the queue moving throughout the day. Their focus stays tactical, ticket by ticket, technician by technician,… Continue Reading Dispatcher vs. Service Desk Manager: The Distinction That Changes Everything