[Hiring] Service Coordinator @ScalableOS

Role Description

The Service Desk Dispatcher is responsible for real-time intake, prioritization, routing, and coordination of service requests to ensure tickets are assigned to the right technician, at the right priority, at the right time. This role is critical to SLA compliance, technician utilization, queue health, and client experience.

The Dispatcher acts as the traffic controller of the service desk, maintaining flow, reducing bottlenecks, and ensuring work is executed efficiently and consistently with pre-determined MSP standards. The dispatcher is also responsible for auditing the customer agreements monthly for add, moves and changes within the service level that we provide.

Qualifications

• Experience in an MSP or IT service desk environment
• Working knowledge of:
  • PSA tools (e.g., ConnectWise Manage, IT Glue, Datto)
  • ITIL-aligned service workflows
• Strong understanding of:
  • Ticket prioritization
  • SLEs / SLAs
  • Technician tiers and skill alignment
• Fluent in English, including reading, writing, and presentation of information, reports, etc., to management and other team members
• Exceptional organizational and multitasking abilities
• Strong attention to detail
• Calm and decisive under pressure
• Clear, professional communication
• Ability to manage competing priorities in real time

Requirements

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

Company Description