Help Desk Operations Coordinator / MSP Dispatcher

1 hour, 5 minutes ago
Full-time
Junior
Customer and Technical Support
Zipdev

Zipdev

Zipdev specializes in connecting businesses with highly skilled remote talent from Latin America, offering a cost-effective solution for hiring software developers and virtual assistants.

Professional Services
51-250
Founded 2014

Description

  • Monitor the ticket queue in real time and dispatch work to the appropriate technicians.
  • Answer incoming client escalation calls and coordinate resolution with the technical team.
  • Verify that automation routing, ticket assignments, and scheduling are functioning correctly throughout the day.
  • Coordinate onsite field visits and third-party contractor scheduling as needed.
  • Manage the help desk board to zero each day by resolving holds and blockers proactively.
  • Participate in weekly GMS meetings and handle non-technical client escalations.
  • Coordinate incoming and outgoing hardware through inventory receiving and shipping.
  • Run the daily morning huddle with the service desk team.
  • Provide backup support for technician onboarding and documentation quality assurance.
  • Maintain onboarding and training content as needed.

Requirements

  • 2+ years of experience in a dispatch or service coordination role, preferably at an MSP.
  • Hands-on IT knowledge to assess ticket severity and triage issues appropriately.
  • Familiarity with help desk and PSA platforms; ConnectWise Manage experience preferred.
  • Ability to read and interpret technical notes, alerts, and escalations without translation.
  • Strong written and verbal communication skills for both technical staff and non-technical clients.
  • High sense of urgency while maintaining precision and attention to detail.
  • Ability to manage multiple open queues simultaneously without losing track of priority or SLA risk.
  • Experience working collaboratively across teams and sharing context effectively.

Benefits

  • Work remotely Monday through Friday, 40 hours per week, with no weekends.
  • 10 business days of vacation per year.
  • 5 national holidays and 5 company holidays per year.
  • Parental leave.
  • Health care reimbursement, active lifestyle reimbursement, and quarterly home office reimbursement.
  • Payroll deduction purchase plans and a longevity bonus.
  • Continuous learning bonus.
  • Access to training and professional development platforms.

Interested in this position?

Apply directly on the company website

Apply Now

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