Top 19 Donnellon mccarthy enterprises Jobs

Help Desk Dispatcher
Donnellon McCarthy Enterprises —Cleveland, OH
- $35,000 - $45,000 a year
- Mid-level
- In-person
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Help Desk Technician
Donnellon McCarthy Enterprises —Cleveland, OH
- $40,000 - $50,000 a year
- Mid-level
- Continuous improvement
- Communication skills
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Warehouse Delivery Associate
Donnellon McCarthy Enterprises —Cleveland, OH
- $18 - $20 an hour
- Full-time
- Clean driving record
- DOT physical examination
- Driver's License
- Health savings account
- AD&D insurance
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Billing Clerk
Donnellon McCarthy Enterprises —Cincinnati, OH
- $16 - $18 an hour
- Full-time
- Customer service
- Basic math
- Office
- Paid training
- Health savings account
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Business Development Representative
Donnellon McCarthy Enterprises —Cleveland, OH
- $40,000 - $50,000 a year
- Full-time
- Business development
- In-person
- Associate's degree
- Health savings account
- AD&D insurance
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IT Specialist
Donnellon McCarthy Enterprises —Toledo, OH
- $40,000 - $50,000 a year
- Mid-level
- Office
- Microsoft Office
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IT Administrator
Donnellon McCarthy Enterprises —Cleveland, OH
- $40,000 - $45,000 a year
- Mid-level
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9d
Staff Accountant
Donnellon McCarthy Enterprises —Cincinnati, OH
- $50,000 - $65,000 a year
- 8 hour shift
- Mid-level
- Office
- 3 years
- Paid training
- Health savings account
Quick Apply
Network Cable Technician
Donnellon McCarthy Enterprises —Cleveland, OH
- $45,000 - $55,000 a year
- 8 hour shift
- Mid-level
- High school diploma or GED
- Driver's License
- Health insurance
- Dental insurance
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Territory Account Manager
Donnellon McCarthy Enterprises —Lima, OH
- $40,000 - $50,000 a year
- Full-time
- Computer literacy
- Mid-level
- 3 years
- Health savings account
- AD&D insurance
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Printer Service Technician
Donnellon McCarthy Enterprises —Columbus, OH
- $16 - $18 an hour
- 8 hour shift
- Hybrid work
- Clean driving record
- Mid-level
- High school diploma or GED
- Health savings account
- Health insurance
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Major Account Manager
Donnellon McCarthy Enterprises —Indianapolis, IN
- $50,000 - $55,000 a year
- Full-time
- Mid-level
- 3 years
- Business development
- Health savings account
- AD&D insurance
Quick Apply
Field Service Technician
Donnellon McCarthy Enterprises —Toledo, OH
- $18 - $20 an hour
- Full-time
- Clean driving record
- Customer service
- Driver's License
- Health savings account
- AD&D insurance
Quick Apply
5d
IT Operations Manager
Donnellon McCarthy Enterprises —Cleveland, OH
- $75,000 - $85,000 a year
- Mentoring
- Senior level
- Communication skills
Quick Apply
3d

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Help Desk Dispatcher
Donnellon McCarthy Enterprises —Cleveland, OH
Monitor incoming tickets, alerts, calls, and service requests throughout the day. Coordinate technician schedules for on-site visits, remote support, field work…
$35,000 - $45,000 a year
Quick Apply
Help Desk Technician
Donnellon McCarthy Enterprises —Cleveland, OH
Continue building technical knowledge across supported tools, platforms, and service areas. Troubleshoot common and moderately complex technical issues across…
$40,000 - $50,000 a year
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Printer Service Technician
Donnellon McCarthy Enterprises —Columbus, OH
Possess a valid driver’s license and maintain a clean driving record. Hold a valid and clean driver’s license. Comfortable driving for an 8-hour workday.
$16 - $18 an hour
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Help Desk Dispatcher

Donnellon McCarthy Enterprises -
Cleveland, OH

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Job Details

$35,000 - $45,000 a year

Qualifications

Project team coordination
Client relationship management
Customer communication
Service scheduling
Operations coordination planning
Team scheduling
Mid-level
Incident Escalation
Dispatching
Task prioritization
Incident management operations support
Resource scheduling coordination
Customer support ticket management
Resolving technical support tickets
Operational excellence initiatives
Cross-functional collaboration
Escalation handling
Backlog management
Continuous process improvement (CPI)
Cross-functional communication
Service level agreement (SLA) management

Full Job Description

Role Purpose

The Help Desk Dispatcher is responsible for managing the flow of service requests through the help desk and ensuring tickets are assigned, prioritized, and routed appropriately. This role serves as the central coordination point for incoming support activity and helps keep service delivery organized, efficient, and responsive.

The Help Desk Dispatcher plays a key role in supporting technicians, engineers, clients, and internal teams by making sure work is moving to the right resources at the right time. This position helps maintain service quality by monitoring queues, coordinating schedules, identifying delays, and ensuring communication is clear across the service process.

This role works closely with the Help Desk team, Project teams, IT Operations Manager, and other cross-functional departments to support SLA performance, technician utilization, and overall client experience.

Core Areas of Responsibility

1. Ticket Intake and Dispatch Coordination

Monitor incoming tickets, alerts, calls, and service requests throughout the day.
Assign tickets to the appropriate technician, engineer, or team based on priority, skillset, location, workload, and urgency.
Ensure tickets are properly categorized, prioritized, and assigned according to internal processes and service expectations.
Reassign work when needed to keep service moving efficiently.
Help ensure no tickets are left unassigned, overlooked, or delayed without visibility.

2. Queue Management

Maintain active oversight of service boards, ticket queues, and dispatch workflows.
Monitor ticket aging, response times, and backlog levels to help support SLA compliance.
Escalate concerns when queues are overloaded, response times are slipping, or ticket ownership is unclear.
Help balance technician workloads to improve efficiency and service consistency.
Identify tickets that require immediate attention and make sure they are routed appropriately.

3. Scheduling and Resource Coordination

Coordinate technician schedules for on-site visits, remote support, field work, and follow-up appointments as needed.
Assist with dispatching resources across multiple locations and service areas.
Work with service leadership to ensure proper coverage and alignment of technical resources.
Help coordinate scheduling changes caused by urgent tickets, client needs, absences, or shifting priorities.
Support efficient use of technician time by organizing work in a logical and productive way.

4. Service Communication

Serve as a communication point between clients, technicians, engineers, and internal teams regarding ticket status and scheduling.
Ensure clients receive timely updates when service appointments, delays, or next steps need to be communicated.
Help maintain professionalism and responsiveness in client-facing interactions related to dispatch and ticket coordination.
Support clear internal communication around ticket ownership, escalations, and scheduling adjustments.
Assist in keeping service activity organized and visible for the larger operations team.

5. SLA and Response Time Support

Help support SLA compliance by making sure tickets are assigned and acknowledged in a timely manner.
Monitor for tickets at risk of missing response or resolution targets and raise visibility early.
Prioritize urgent and high-impact service issues appropriately.
Work closely with leadership to identify bottlenecks that may affect performance.
Support faster response and better handoff execution across the service team.

6. Process Adherence and Ticket Quality

Help ensure tickets entering the system contain the appropriate information for dispatch and execution.
Verify that service requests are routed according to internal procedures, client agreements, and escalation paths.
Promote consistency in how tickets are entered, assigned, updated, and progressed.
Identify gaps in ticket flow, dispatch logic, or communication processes and raise them to leadership.
Support better ticket hygiene and overall process discipline across the help desk.

7. Escalation Awareness and Issue Identification

Recognize tickets or trends that may require escalation due to urgency, aging, repeat issues, or service impact.
Alert the Help Desk Supervisor, IT Operations Manager, or technical leadership when service flow issues arise.
Help identify when a client issue may require management attention or cross-team coordination.
Maintain awareness of major incidents, service outages, and high-priority issues affecting the queue.
Support rapid coordination during service-impacting events.

8. Cross-Functional Coordination

Work closely with the Help Desk team, project teams, field technicians, cabling resources, and leadership to coordinate work effectively.
Partner with the IT Operations Manager and Help Desk leadership to improve service flow and team efficiency.
Coordinate with project coordinators or other departments when tickets overlap with project activity or scheduled work.
Help ensure service and project activities do not conflict unnecessarily.
Act as an operational support function that keeps work aligned across teams.

9. Continuous Improvement

Identify recurring dispatch issues, workflow inefficiencies, and communication gaps.
Provide feedback on ticket routing, scheduling, and queue management processes.
Support efforts to improve service desk efficiency, technician utilization, and client responsiveness.
Help refine workflows that improve visibility, accountability, and service execution.
Contribute to a more organized, scalable, and proactive service operation.

Leadership Expectations

The Help Desk Dispatcher is expected to:

Maintain strong attention to detail and urgency throughout the day
Keep ticket flow organized and moving
Communicate clearly and professionally with both clients and internal teams
Escalate concerns early when service levels are at risk
Support accountability around ticket ownership and follow-through
Remain calm and organized in fast-paced or high-volume situations
Help create structure and consistency across the help desk process

Internal Working Relationships

This role works closely with:

Help Desk Supervisor
IT Operations Manager
Service desk technicians
Project engineers and escalations team
Project coordinators
Cabling and field service resources when scheduling is involved
Directors of Managed IT as needed
Client-facing staff and account management when coordination is required

Success in This Role Looks Like

Success in this role includes:

Tickets are assigned quickly and accurately
Technician workloads are balanced appropriately
Queue health is maintained and visible
SLA risks are identified early
Communication between clients and service teams is timely and clear
Scheduling and dispatch flow support efficient service delivery
Fewer tickets are delayed due to ownership or routing issues
The help desk runs in a more organized and predictable way

Reporting Structure

Reports To: Help Desk Supervisor / IT Operations Manager
Direct Reports: None

Internal Focus Areas

This role is primarily accountable for:

Ticket dispatching and routing
Queue monitoring
Schedule coordination
SLA support
Communication flow
Ticket quality and process adherence
Escalation visibility
Cross-team coordination

Quick Apply

Refine Your Search

donnellon mccarthy enterprises jobs

Help Desk Dispatcher

Help Desk Technician

Warehouse Delivery Associate

Billing Clerk

Business Development Representative

IT Specialist

IT Administrator

Staff Accountant

Network Cable Technician

Territory Account Manager

Printer Service Technician

Major Account Manager

Field Service Technician

IT Operations Manager

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