Help Desk Operations Coordinator (MSP) — Dispatch + QA

We're hiring a Help Desk Operations Coordinator to run dispatch for our U.S. help desk and own quality assurance across tickets and phone calls. This is a long-term, full-time role covering U.S. business hours (9am–6pm Pacific Time, Monday through Friday). You will be the traffic controller of our service delivery operation. Your two primary outcomes: 1. The right ticket is in the right technician's hands at the right time, with no SLA misses. 2. Every ticket and every phone call meets our quality bar, and when it doesn't, the technician gets coached. --- **What you'll own day to day:** - Ticket triage and dispatch (assign, schedule, and re-balance workload across techs) - Quality assurance on tickets and phone calls, including remediation and technician coaching - Onsite scheduling and 3rd-party contractor scheduling (cabling vendors, etc.) - "Next Ticket" queue management - "Manage to Zero" board management (keeping the queue clean every day) - Hyper Care support calls and non-technical customer escalations - Weekly client call with our largest managed services client - Inventory receiving and shipping coordination - Internal academy / LMS administration — keeping content and assignments current - Running the daily morning huddle with the help desk team - Backup coverage for new technician onboarding and documentation QA --- **Must-have experience:** - 2+ years in a dispatch or service coordinator role at an MSP - Hands-on experience with a PSA ticketing system (ConnectWise, Autotask, HaloPSA, or similar — please state which) - Strong written and verbal English; this role is on camera and on the phone daily - Calm under pressure, excellent prioritization, obsessive attention to detail - Comfortable pushing back on technicians and clients professionally --- **Nice to have:** - Familiarity with an RMM platform - Experience with call QA scoring / rubric-based coaching - Familiarity with MSP Bots, BrightGauge, or similar reporting tools - Exposure to Trainual or a similar LMS/SOP platform - Prior experience running a morning huddle or standup --- **To apply — please include all of the following, or your application will be skipped:** 1. A short Loom video (5 minutes or less) walking us through this scenario: "A customer calls in saying their computer was working fine yesterday but now it won't connect to the internet. Walk me through exactly how you would troubleshoot this from start to finish." How to approach it: - Pretend you're on a live call with the customer. We want to hear how you think and communicate, not just what you know. - Walk through your steps in order and speak clearly. - There's no trick answer. We're looking for your process. 2. A copy of your resume. 3. The name of the PSA you used most recently and roughly how many tickets per day you dispatched. 4. Your current time zone and confirmed availability for 9am–6pm Pacific Time, Monday through Friday.