Desk Coordinator

Who We Are

Dilse.

IT is a rapidly growing IT services company that has supported small and medium-sized businesses across the country since 2009. Our name comes from “Dil Se,” which means “with love” in Hindi, and that idea shapes how we work, with love and care, for our clients and for each other. We act as the outsourced IT department for businesses that need a trusted partner to manage their technology so they can focus on running their own business.

Our primary focus is small retail businesses, including hardware and specialty stores, and we also support clients in hospitality, restaurants, and general offices. As we grow, we are looking for people who care about doing good work and treating people well along the way.

The Support Desk Coordinator is the first point of contact for our support desk: answering incoming calls, creating a ticket for every call, and routing each issue to the right technician with what is needed to start immediately. This role prioritizes coordination over caseload and owns the team's core service metrics, including first response time, resolution time, and daily queue targets.

Love and Care is one of our core values, and this role is one of the most important places we live it out. The Support Desk Coordinator is frequently a client's very first interaction with our company, often at a stressful moment, and is directly responsible for making that moment feel calm, cared-for, and confidently handled. As we scale, maintaining that same standard of warmth and reassurance in every call and every ticket is a core measure of success in this role, not a secondary nice-to-have.

• Answer incoming phone calls as the top priority, and create a ticket for every phone call to document the work performed.
• Provide the first response on every new ticket ensuring first response SLA’s are met.
• Gather the right information from each client so the assigned technician has what is needed to start immediately, and set clear expectations with the client on next steps.
• Resolve a defined list of quick fixes yourself, following our identity verification protocol.
• Keep the Unassigned Ticket queue moving, confirming every ticket is assigned to a technician and acknowledged by end of day.
• Watch for tickets at risk of missing a response-time or resolution-time commitment, and flag them to the Director of Client Services.
• Monitor alerts and create tickets for the right technician when action is needed.
• Help coordinate scheduling for Field Technicians based on availability, skill set, and priority.
• Act as a communication link between clients, technicians, and other teams such as sales, billing, and leadership.
• Monitor internal team chat throughout the day and respond promptly to questions.
• Flag the team when a knowledge base article or process document needs to be created or updated.
• Update a weekly tracking spreadsheet with ticket volume numbers.
• Support additional office and administrative tasks as needed.

• Nothing sits untouched or unassigned.
• Technicians get the right work at the right time.
• Clients receive proactive, clear updates.
• The queue is clean, visible, and under control.
• SLA misses are rare.

You'll do well here if you:

• Have a year or more of customer service experience (phone-based support is a big plus).
• Communicate clearly and warmly, whether you're on a call or writing up ticket notes.
• Stay calm and know how to defuse a tense moment when a client is stressed.
• Can juggle multiple calls, tickets, and queues at once without missing a beat.
• Learn fast, pay close attention to detail, and bring a genuinely positive attitude to work.
• Are comfortable with everyday tools like Outlook and Teams, and can walk someone through a simple fix like a password reset.
• Have good judgment about what to solve yourself and what to hand off to a technician.
• Genuinely enjoy being part of a close-knit team.

• Experience with Super Ops or a similar ticketing platform.
• A background in MSP or IT dispatch.
• Retail or hardware store experience.
• Formal de-escalation training.
• A good sense of humor, a genuine interest in IT, and a life outside of work (we want you to have one).

• $24.00 - $28.00 per hour
• Health, dental, and vision insurance.
• 401(k) retirement plan.
• Paid time off and paid holidays.
• Learning and development support to build your skills.