Ticket Scheduler

About The Job Ticket Scheduler

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.
  
  

Requirements

• 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.