Help Desk Operations Coordinator / MSP Dispatcher

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.

Responsibilities:

• Ticket Triage and Dispatch — monitor the queue in real time, assign tickets to technicians, and ensure SLAs are not at risk.
• Escalation Call Handling — answer incoming client escalation calls and coordinate resolution with the technical team.
• Quality Assurance — verify that automation routing, assignments, and scheduling are executing correctly throughout the day.
• Onsite and 3rd Party Contractor Scheduling — coordinate field visits and external vendor scheduling as needed.
• Board Management — manage the help desk board to zero daily, resolving holds and blockers proactively.
• GMS Support and Escalations — participate in weekly GMS meetings and manage non-technical client escalations.
• Inventory Receiving and Shipping — coordinate incoming and outgoing hardware as needed.
• Morning Huddle — run the daily morning huddle with the service desk team.
• Backup Coverage — serve as backup for technician onboarding and documentation quality assurance.
• Manage and maintain onboarding and training content as needed.

Skills:

• Real-time ticket triage and dispatch — assigning the right ticket to the right technician at the right time.
• Ability to manage multiple open queues simultaneously without losing track of priority or SLA risk.
• Strong customer service orientation, including de-escalating client frustration on live calls.
• Ability to communicate clearly with both technical staff and non-technical clients.
• Attention to detail in ticket documentation, scheduling, and follow-through.
• Ability to follow and enforce detailed operational processes, and flag when something is off.
• Collaborative — you work well across a team and don't hoard context.

Requirements

• 2+ years of experience in a dispatch or service coordination role, preferably at an MSP.
• Enough hands-on IT knowledge to assess ticket severity intelligently — you understand the difference between a password reset and a server outage, and you triage accordingly.
• Familiarity with help desk and PSA platforms; ConnectWise Manage experience preferred.
• Comfortable reading and interpreting technical notes, alerts, and escalations without needing everything translated for you.
• Strong written and verbal communication skills — you can translate urgency to a technician and calm to a client in the same breath.
• You have a high sense of urgency without losing precision. You know the difference between fast and sloppy.

Benefits

• Work remotely Monday - Friday, 40 hours a week (no weekends)
• Vacation: 10 business days a year
• Holidays: 5 National Holidays a year
• Company Holidays: 5 Company Holidays a year (Christmas Eve, Christmas Day, New Year's Eve, New Year's Day, Zipdev Day)
• Parental Leave
• Health Care Reimbursement
• Active Lifestyle Reimbursement
• Quarterly Home Office Reimbursement
• Payroll Deduction Purchase Plans
• Longevity Bonus
• Continuous Learning Bonus
• Access to Training and Professional Development Platforms
• Did we mention it's REMOTE?!!

One of our core values at Zipdev is "Be authentic." that's why we encourage you to answer the application form in your own words; we are interested in getting to know you, not a digital assistant.

Wondering how our remote environment or our payment method work? We've put together some helpful answers in our FAQs at the bottom our our career site. Take a look and let us know if you have any other questions!