Most MSPs delay hiring a dispatcher because they believe it will slow response times or put distance between clients and “real help.” In reality, the opposite is true. Dispatch is not an administrative layer that gets in the way of service—it is the control system that makes consistent service possible.
In this episode of the BMK Vision Podcast, Josh Peterson breaks down one of the most misunderstood roles in managed services. After nearly two decades working alongside thousands of MSPs, Josh explains why dispatch is not overhead to be minimized, but infrastructure to be designed. When dispatch is missing—or treated as optional—client experience degrades, technicians burn out, and utilization quietly collapses.
This conversation challenges the comforting belief that “techs answering the phone” creates better service. Instead, it shows why that model almost guarantees inconsistency: tickets get forgotten, priorities shift by emotion instead of logic, and technicians are forced to make operational decisions they were never meant to own.
What does a dispatcher actually do in an MSP?
A dispatcher owns ticket flow, prioritization, scheduling, and time protection. Their role ensures the right work gets done by the right technician at the right time—without chaos.
Is dispatch only necessary for larger MSPs?
No. Smaller MSPs often benefit the most. Even part-time or shared dispatch dramatically improves consistency, utilization, and technician focus.
Does dispatch slow down response times?
When done correctly, dispatch improves response times by reducing interruptions, preventing ticket loss, and enforcing prioritization.
Why shouldn’t technicians manage their own tickets?
Because technicians are hired for technical problem-solving—not workload balancing, follow-ups, or priority decisions. Combining those roles increases stress and decreases performance.
When is the right time to hire a dispatcher?
If ticket flow feels reactive, utilization is inconsistent, or technicians are constantly context-switching, you’re already late.
Can dispatch really improve client satisfaction?
Yes. Clients feel forgotten when no one owns the process. Dispatch creates accountability, visibility, and predictable communication.
If dispatch feels messy, unclear, or constantly reactive in your MSP, that’s a signal—not a failure. Structure fixes what effort cannot.
👉 Learn more about the BMK Vision Operating System
👉 Apply to be a guest on the BMK Vision Podcast