Help Desk Operations Coordinator / MSP Dispatcher

Role Overview

• Ticket Triage and Dispatch — monitor the queue in real time, assign tickets to technicians, and ensure SLAs are not at risk.
• Escalation Call Handling — answer incoming client escalation calls and coordinate resolution with the technical team.
• Quality Assurance — verify that automation routing, assignments, and scheduling are executing correctly throughout the day.
• Onsite and 3rd Party Contractor Scheduling — coordinate field visits and external vendor scheduling as needed.
• Board Management — manage the help desk board to zero daily, resolving holds and blockers proactively.
• GMS Support and Escalations — participate in weekly GMS meetings and manage non-technical client escalations.
• Inventory Receiving and Shipping — coordinate incoming and outgoing hardware as needed.
• Morning Huddle — run the daily morning huddle with the service desk team.
• Backup Coverage — serve as backup for technician onboarding and documentation quality assurance.
• Manage and maintain onboarding and training content as needed.

Requirements

• 2+ years of experience in a dispatch or service coordination role, preferably at an MSP.
• Enough hands-on IT knowledge to assess ticket severity intelligently — you understand the difference between a password reset and a server outage, and you triage accordingly.
• Familiarity with help desk and PSA platforms; ConnectWise Manage experience preferred.
• Comfortable reading and interpreting technical notes, alerts, and escalations without needing everything translated for you.
• Strong written and verbal communication skills — you can translate urgency to a technician and calm to a client in the same breath.
• You have a high sense of urgency without losing precision. You know the difference between fast and sloppy.

Benefits

• Work remotely Monday
• Friday, 40 hours a week (no weekends)
• Vacation: 10 business days a year
• Holidays: 5 National Holidays a year
• Company Holidays: 5 Company Holidays a year (Christmas Eve, Christmas Day, New Year's Eve, New Year's Day, Zipdev Day)
• Parental Leave
• Health Care Reimbursement
• Active Lifestyle Reimbursement
• Quarterly Home Office Reimbursement
• Payroll Deduction Purchase Plans
• Longevity Bonus
• Continuous Learning Bonus
• Access to Training and Professional Development Platforms
• Did we mention it's REMOTE?!!