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