So, you’re the dispatcher at an MSP, the unsung hero who keeps the chaos at bay and the trains running on time. You’ve mastered the art of juggling technician schedules, keeping clients happy, and knowing exactly when to hit “mute” on a conference call. But here’s the thing—dispatching is just the beginning. You’re standing at the gateway to a whole world of career opportunities that could take you far beyond the land of ticket triage.
With the help of tools like Rocketship (which, by the way, takes a lot of the routine dispatching tasks off your plate), you can start focusing on more exciting, high-value activities. Think of it as leveling up in a video game—except instead of fighting bosses, you’re climbing the career ladder. Ready to explore where you could go next? Let’s dive in.
Service Coordinator: The Master of Organized Chaos
If you’re already a pro at keeping the daily whirlwind under control, why not take it up a notch? As a Service Coordinator, you’ll be the one ensuring that every service request is handled like a well-orchestrated symphony. It’s all about coordination, baby!
Path to Promotion:
- Show Off Your Scheduling Savvy: Start tackling more complex scheduling challenges. Multiple teams? No problem. A million moving parts? You’ve got this.
- Be the Process Improvement Guru: Spot inefficiencies like a hawk and propose better ways to get things done. Bonus points if you can make everyone wonder why they didn’t think of that sooner.
- Certifications and Training: Snag an ITIL Foundation or CompTIA Project+ certification to show that you’re not just good—you’re certified good.
Why You Might NOT Want This Role:
- Still in the Weeds: If you were hoping to escape from the nitty-gritty of day-to-day operations, this role might not be for you. It’s still very much in the trenches.
- Detail Overload: You need to love details. If your eyes glaze over when you hear “process optimization,” you might want to consider another path.
Service Manager: The Captain of the Ship
If you’re ready to go from dispatcher to the one calling the shots, the Service Manager role is your next port of call. You’ll oversee the whole service operation, making sure the team is rowing in the same direction—and not just because there’s a hole in the boat.
Path to Promotion:
- Flex Those Leadership Muscles: Start by mentoring junior dispatchers or leading team huddles. It’s all about showing you’ve got what it takes to steer the ship.
- Master the Metrics: Get cozy with service metrics like SLA compliance and customer satisfaction. It’s like a scoreboard, but with fewer touchdowns and more happy clients.
- Certifications and Training: Level up with ITIL Intermediate or a leadership course. It’s like adding another star to your captain’s uniform.
Why You Might NOT Want This Role:
- People Management Woes: If the idea of managing a team makes you want to hide under your desk, this role might not be the best fit. It involves a lot of people management.
- High-Stress Environment: The buck stops with you, and that can be a lot of pressure. If you prefer not to be the one putting out fires, consider another option.
Project Manager: The Maestro of Moving Parts
Love organizing chaos into a well-oiled machine? Project Management might just be your jam. As a Project Manager, you’ll be in charge of planning, executing, and wrapping up projects—making sure everything gets done on time, on budget, and with a flourish.
Path to Promotion:
- Dive Into Projects: Volunteer to assist on projects. Even if you start as the note-taker, you’re getting your foot in the door. Plus, who doesn’t love a good checklist?
- Get Nerdy with Tools: Learn your way around Microsoft Project or Asana. Being the person who actually understands Gantt charts will make you a superhero.
- Certifications and Training: Go for CompTIA Project+ or PMI’s CAPM. It’s like getting your project management superhero cape—except it’s a certificate.
Why You Might NOT Want This Role:
- Deadlines Galore: If the idea of juggling multiple deadlines and project plans makes you break out in a cold sweat, this might not be the path for you.
- Constant Coordination: You’ll be constantly coordinating with different teams and stakeholders. If you’d rather focus on one thing at a time, this might not be your cup of tea.
Account Manager: The Client Whisperer
If you love working with people and building relationships, the Account Manager role might be your next adventure. You’ll be the go-to person for clients, making sure they’re thrilled with the service and ready to sign on the dotted line again (and again).
Path to Promotion:
- Hone Your Client Skills: Start handling more client communications. Whether it’s good news or bad, make sure your charm shines through.
- Learn to Sell Ice to an Eskimo: Brush up on your sales and negotiation skills. You’re not just managing accounts—you’re growing them.
- Certifications and Training: A course in customer relationship management or sales techniques will give you the tools to make clients say, “Where do I sign?”
Why You Might NOT Want This Role:
- Sales Targets Pressure: If you’re not into the idea of hitting sales targets or upselling, this role could feel more like a chore than a career.
- Client Drama: Some clients can be high maintenance. If dealing with customer drama isn’t your thing, you might want to keep looking.
Operations Manager: The Wizard Behind the Curtain
If you’re all about making sure everything runs like clockwork and enjoy overseeing operations, moving into an Operations Manager role could be a great fit. This position involves managing the day-to-day operations of the MSP, optimizing processes, and ensuring everything runs efficiently.
Path to Promotion:
- Gain Insight into Operational Workflows: Learn how all the different parts of your MSP fit together. When you know how the sausage is made, you can make it better.
- Strategize Like a Chess Master: Think long-term about how to optimize processes and reduce costs. The more you can streamline, the more everyone wins.
- Certifications and Training: Consider an ITIL Practitioner certification or an operations management course to give you the edge.
Why You Might NOT Want This Role:
- Behind-the-Scenes Work: If you enjoy more client-facing or frontline work, this role might feel too behind-the-scenes for you.
- Process-Heavy Role: If you’re not a fan of process documentation and constant optimization, this could feel like a drag.
