[Hiring] Service Desk Incident Coordinator @CommandLink

Role Description

As a Service Desk Incident Coordinator at Command|Link, you will serve as a central operational point of coordination for incoming service incidents, support cases, and internal work assignments. Your role is critical in ensuring cases are properly triaged, prioritized, assigned, and advanced through the support lifecycle in alignment with service expectations and business impact.

This position acts as the operational dispatcher for the Managed Services organization, helping ensure that incidents are directed to the appropriate Command|POD, engineer, or internal team based on severity, technical scope, customer impact, and workload. You will help maintain service flow, queue discipline, communication standards, and escalation awareness across the support environment.

Key Responsibilities:

• Monitor incoming incidents, alerts, and service requests across ITSM and monitoring platforms; triage, categorize, and prioritize cases based on business impact, urgency, service type, 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, Lead Engineer, or supporting team, balancing workload to maintain response times and operational efficiency.
• Reassign or escalate cases as priorities shift, ownership is unclear, or progress stalls, maintaining real-time awareness of queue health and staffing gaps.
• Oversee open cases to ensure momentum toward resolution, proactively addressing aging tickets, missing updates, stalled work, and documentation gaps.
• Ensure high-quality handoffs between shifts or teams with clear notes, status updates, and defined next actions.
• Coordinate internal communication during high-priority or service-affecting incidents, engaging appropriate engineers and support teams, supporting bridge calls, and tracking action items as needed.
• Enforce case management standards, dispatch discipline, documentation expectations, and queue hygiene across service desk and managed services workflows.
• Identify inefficiencies in routing, backlog management, and escalation processes; recommend and support continuous improvement efforts, including maintaining runbooks and escalation paths.
• Partner cross-functionally with Managed Services, NOC, Engineering, Vendor Management, Customer Success, and leadership to ensure clear ownership, proper routing, and timely resolution of technical issues.
• Takes on additional responsibilities and projects as needed to support the success of the team and organization.

Qualifications

• Bachelor’s degree in Information Technology, Business, or a related field preferred; equivalent experience considered.
• 2+ years of experience in service desk coordination, dispatch, incident management, NOC operations, or technical support administration, ideally within an MSP, telecommunications, or managed services environment.
• Familiarity with ITSM and ticketing platforms for case intake, assignment, tracking, and escalation, along with experience working in monitoring tools and alert-driven environments.
• General understanding of networking, SD-WAN, voice, connectivity, and managed service operations, with the ability to assess issue priority and route work effectively in a fast-paced support setting.
• Strong organizational skills with the ability to manage competing priorities while maintaining accuracy and documentation discipline.
• Clear and professional written and verbal communication skills, with the ability to remain calm and structured during service-impacting incidents.
• Demonstrated sense of urgency, operational accountability, and cross-functional collaboration across technical and non-technical teams.
• ITIL v4 Foundation or other relevant service management certifications preferred.

Benefits

• Room to grow at a high-growth company.
• An environment that celebrates ideas and innovation.
• Your work will have a tangible impact.
• Flexible time off.
• Fun events at cool locations.
• Employee referral bonuses to encourage the addition of great new people to the team.