Most MSPs delay hiring a dispatcher because they believe it will slow response times or distance clients from technical help. In reality, the lack of dispatch is one of the biggest reasons MSPs struggle with inconsistent service, forgotten tickets, poor utilization, and burned-out technicians.

In this episode of the BMK Vision Podcast, Josh Peterson breaks down why dispatch is not administrative overhead—it’s the control system that protects client experience and operational health. Drawing on nearly two decades of experience working with thousands of MSPs, Josh explains why technicians should not be responsible for prioritization, follow-ups, or workload decisions, and how a well-designed dispatch model changes everything.

• Why dispatch is widely misunderstood in MSPs

• The hidden cost of technician self-dispatch

• How dispatch eliminates forgotten tickets and aging backlogs

• The three things every dispatcher must own: tickets, time, and the day

• Why utilization fails without centralized control

• When to hire your first dispatcher (even as a small MSP)

• Priority-based vs centralized dispatch models

Josh Peterson is the 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.

YouTube (Video Podcast):

https://www.youtube.com/@beringmckinleyvision?sub_confirmation=1

Learn More About the Vision Platform:

https://beringmckinley.com/vision

Apply to Be a Guest:

https://beringmckinley.com/blog#speaker-form