Service Desk Incident Coordinator (Remote)

About the role

Command|Link, a global SaaS platform for network, voice and IT security services, is hiring a Service Desk Incident Coordinator for a 100% remote position. The role acts as the operational dispatcher for the Managed Services organization, coordinating incoming service incidents, support cases and internal work so that they are triaged, prioritized, assigned and advanced through the support lifecycle according to service expectations and business impact.

Key responsibilities

• Monitor incoming incidents, alerts and service requests across ITSM and monitoring platforms, then triage, categorize and prioritize them by business impact, urgency, service type and SLA risk.
• Identify and immediately escalate customer-impacting issues, service outages or cases needing urgent leadership attention.
• Assign and dispatch incidents to the right Command|POD, engineer or team, rebalancing workload to keep response times efficient.
• Reassign or escalate cases as priorities shift, ownership becomes unclear or progress stalls, keeping track of queue health and staffing gaps.
• Oversee open cases, 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 next actions.
• Coordinate internal communication during high-priority incidents, support bridge calls and track action items.
• Enforce case management standards, dispatch discipline, documentation and queue hygiene across service desk and managed services workflows.
• Recommend improvements to routing, backlog management and escalation, including runbooks and escalation paths.
• Partner with Managed Services, NOC, Engineering, Vendor Management, Customer Success and leadership to ensure timely resolution.

Required profile

• 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 in an MSP, telecom or managed services environment.
• Strong organizational skills, clear written and verbal communication, and a calm, structured approach during incidents.
• ITIL v4 Foundation or another service management certification preferred.

Required skills

• Familiarity with ITSM and ticketing platforms for intake, assignment, tracking and escalation.
• Experience with monitoring tools and alert-driven environments.
• General understanding of networking, SD-WAN, voice, connectivity and managed service operations.

What we offer

• A high-growth company with room to grow.
• Flexible time off and fun events at cool locations.
• Employee referral bonuses.