Скачать или смотреть #76 - BMK Quick Take - Why Every MSP Needs a Dispatcher Even If You Think You Don’t

Most MSPs delay hiring a dispatcher because they think it will slow things down or distance clients from “real help.” In reality, the opposite is true.

In this episode of the BMK Vision Podcast, Josh Peterson breaks down one of the most misunderstood roles in managed services: dispatch. After nearly two decades working with thousands of MSPs, Josh explains why dispatch isn’t overhead—it’s the control system that protects client experience, technician focus, and billable utilization.

This episode dismantles the common belief that “techs answering the phone” creates better service. Instead, Josh explains why that model guarantees inconsistency, forgotten tickets, aging backlogs, and stressed technicians making decisions they were never meant to own.

You’ll learn why a dispatcher must own three things inside your MSP:
• The ticket — accountability, hygiene, status, and completion
• The time — owning and protecting every billable hour across the team
• The day — prioritization, flow, and workload balance across technicians

Josh also explains why technicians should focus on doing hard technical work—not managing priorities, juggling follow-ups, or deciding what comes next. Just like airline pilots don’t load baggage or sell tickets, technicians shouldn’t run dispatch.

Whether you’re a solo MSP owner, a two-person shop, or running 10+ technicians, this episode makes the case for hiring a dispatcher sooner than you think—and shows how it directly improves client trust, utilization, and scalability.

👉 Learn more about the BMK Vision Operating System:
https://beringmckinley.com/vision

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🔥 Topics Covered

• Why MSPs misunderstand dispatch
• The real reason clients feel “forgotten”
• How dispatch protects client experience
• Ticket ownership vs technician ownership
• Why utilization fails without dispatch
• When to hire your first dispatcher
• Priority-based vs centralized dispatch models

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🎤 About the Host

Josh Peterson is CEO of Bering McKinley and host of the BMK Vision Podcast. He helps MSP owners bring structure to chaos through operational clarity, financial discipline, and scalable leadership systems.

🔗 Connect with Josh:   / joshdpeterson  
📺 Subscribe on YouTube:    / @beringmckinleyvision