Remote Incident Coordinator – Service Desk

CommandLink, LLC; Argentina; Remote; ARS 1,000,000 - 1,300,000; Full time

Benefits offered by this job

Remote work

Flexible time off

Growth opportunities

Team events

Job summary

Command|Link is seeking a Service Desk Incident Coordinator for a 100% remote role. You’ll triage, prioritize, and route incidents to the right teams while maintaining SLA discipline.

Responsibilities include queue health, handoffs, escalation tracking, and cross-functional collaboration with NOC, Eng, and Support. A Bachelor’s degree and 2+ years in service desk coordination are preferred; ITIL v4 is a plus.

Qualifications

• Bachelor’s degree in IT/Business or equivalent preferred.
• 2+ years in service desk coordination, dispatch, or incident management.
• Familiarity with ITSM and ticketing platforms.
• Understanding of networking and IT operations.
• Strong organizational and communication skills.

Responsibilities

• Monitor incidents and service requests across platforms and triage by impact and urgency.
• Escalate customer-impacting issues promptly to leadership as needed.
• Dispatch incidents to the correct teams while balancing workload.
• Reassign cases as priorities shift and ensure clear ownership.
• Oversee open tickets and push for timely resolution and updates.
• Ensure high-quality handoffs between shifts with clear notes.
• Coordinate internal communication during major incidents and track actions.
• Maintain queue hygiene and enforce case management standards.
• Identify routing inefficiencies and support process improvements.
• Collaborate with MSP, NOC, Eng, Vendor Mgmt, and CS teams.

Skills

Service desk coordination

Incident management

NOC operations

Technical support

Communication

Education

Bachelor’s degree in IT/Business or related field

Tools

ITSM ticketing systems

Monitoring tools

Job description

Command|Link is seeking a Service Desk Incident Coordinator for a 100% remote role. You’ll triage, prioritize, and route incidents to the right teams while maintaining SLA discipline.

Responsibilities include queue health, handoffs, escalation tracking, and cross-functional collaboration with NOC, Eng, and Support. A Bachelor’s degree and 2+ years in service desk coordination are preferred; ITIL v4 is a plus.