We are looking for a detail-oriented and highly organized Ticket Scheduler to manage and coordinate support tickets within our ConnectWise PSA system. Working with fully remote technical teams across the US, you will play a key role in ensuring service requests are handled efficiently, within SLA, and with a strong focus on prioritization and communication. This role helps drive operational excellence in our contact center environment.
Key Responsibilities
- Monitor and manage the inbound ticket queue in ConnectWise for our remote US-based service teams.
- Triage tickets based on severity, impact, and client-specific SLAs to ensure timely responses and resolutions.
- Schedule and assign tickets to the appropriate technicians based on skills, workload, and availability.
- Actively manage the ticket lifecycle to prevent SLA breaches both for initial response and final resolution.
- Collaborate with remote technicians to identify and resolve scheduling conflicts or resource constraints.
- Maintain clear, proactive communication with end-users regarding ticket updates, scheduling, and technician coordination.
- Prioritize VIP clients and critical incidents to ensure fast-track handling.
- Reduce ticket backlog by flagging stagnant or bottlenecked tickets and driving them to closure.
- Ensure no emergencies or high-impact issues are missed through real-time queue monitoring.
- Maintain accurate documentation in ConnectWise, including ticket statuses, time entries, and communications.
- Provide regular reporting and visibility to service leaders on ticket volume, SLA compliance, and technician performance.
- Recommend improvements to scheduling processes and ticket management workflows.
- Experience with ConnectWise PSA (Manage) is required.
- Strong understanding of ticketing systems, remote dispatch, and SLA-based service delivery.
- Prior experience working with fully remote IT support or contact center teams is strongly preferred.
- Excellent time management and organizational skills; capable of handling a high volume of tickets across multiple clients.
- Clear and effective communicator both written and verbal with a strong customer service mindset.
- Demonstrated ability to prioritize work under pressure and manage multiple stakeholders.
- Familiarity with IT technician skillsets to align the right resource with the right issue.
- Punctual, reliable, and self-motivated to perform in a distributed, remote work environment.
