[Hiring] Help Desk Operations Coordinator / MSP Dispatcher @ScalableOS

Role Description

The Help Desk Operations Coordinator (Dispatcher) is the heartbeat of our service desk. You keep the day running — fielding escalation calls, routing tickets to the right technician, and making sure work is moving in real time. This is not a behind-the-scenes coordination role; you are actively engaged throughout the day, removing blockers, managing urgency, and holding the line on process. You will be the first call when something goes sideways and the steady hand that makes sure it gets resolved.

Qualifications

• 5+ years of experience in a dispatch or service coordination role, preferably at an MSP.
• Enough hands-on IT knowledge to assess ticket severity intelligently.
• Experience with help desk ticketing systems; familiarity with ConnectWise Manage PSA is a plus.
• Comfortable reading and interpreting technical notes, alerts, and escalations.
• Strong written and verbal communication skills.
• High sense of urgency without losing precision.
• Real-time ticket triage and dispatch skills.
• Ability to manage multiple open queues simultaneously.
• Strong customer service orientation.
• Ability to communicate clearly with both technical staff and non-technical clients.
• Attention to detail in ticket documentation, scheduling, and follow-through.
• Familiarity with help desk and PSA platforms; ConnectWise Manage experience preferred.
• Ability to follow and enforce detailed operational processes.
• Collaborative — works well across a team.
• Thrives in a structured, process-driven environment.
• Takes ownership of work and seeks out feedback for growth.
• Embraces continuous improvement and adapts readily.

Requirements

• Should be willing to accept a long-term work-from-home arrangement.
• Should be amenable to a permanent night shift schedule.