Service Desk Incident Coordinator

Responsibilities

• Monitor incoming incidents, alerts, and service requests to triage, categorize, and prioritize cases based on business impact and SLA risk
• Identify and immediately escalate customer-impacting issues, service outages, or cases requiring urgent leadership visibility
• Assign and dispatch incidents to the appropriate Command|POD, Managed Services Engineer, or supporting team to maintain operational efficiency
• Oversee open cases to ensure momentum toward resolution, proactively addressing aging tickets and documentation gaps
• Coordinate internal communication during high-priority incidents, supporting bridge calls and tracking action items
• Enforce case management standards, dispatch discipline, and queue hygiene across service desk workflows
• Partner cross-functionally with NOC, Engineering, and Customer Success to ensure clear ownership and timely resolution of technical issues

• 2+ years of experience in service desk coordination, dispatch, incident management, or NOC operations
• Experience working within an MSP, telecommunications, or managed services environment
• Familiarity with ITSM and ticketing platforms for case intake, assignment, and escalation
• General understanding of networking, SD-WAN, voice, and connectivity
• Strong organizational skills with the ability to manage competing priorities in a fast-paced setting
• Clear and professional written and verbal communication skills

• Bachelor's degree in Information Technology, Business, or a related field
• ITIL v4 Foundation certification or other relevant service management certifications

• Room to grow at a high‑growth company
• An environment that celebrates ideas and innovation
• Flexible time off
• Fun events at cool locations
• Employee referral bonuses