Service Desk Incident Coordinator

CommandLink; 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

About Command|Link

About Command|Link
Command|Link is a global SaaS Platform providing network, voice services, and IT security solutions, helping corporations consolidate their core infrastructure into a single vendor and layering on a proprietary single pane of glass platform. Command|Link has revolutionized the IT industry by tackling the problems our competitors create. In recognition for our unprecedented innovation and dedication, Command|Link was recognized as the SD-WAN Product of the Year, ITSM Visionary Spotlight, UCaaS Product of the Year, NaaS Product of the Year, Supplier of the Year, and the AT&T Strategic Growth Partner. Command|Link has built the only IT platform for scale that solves ISP vendor sprawl and IT headaches. We make it easy for our customers to get more done, maximize uptime and improve the bottom line.
Learn more about us here!
This is a 100% remote opportunity.
About Your New Role
As a Service Desk Incident Coordinator at Command|Link, you will serve as a central operational point of coordination for incoming service incidents, support cases, and internal work assignments. Your role is critical in ensuring cases are properly triaged, prioritized, assigned, and advanced through the support lifecycle in alignment with service expectations and business impact.
This position acts as the operational dispatcher for the Managed Services organization, helping ensure that incidents are directed to the appropriate Command|POD, engineer, or internal team based on severity, technical scope, customer impact, and workload. You will help maintain service flow, queue discipline, communication standards, and escalation awareness across the support environment.
Key Responsibilities

• Monitor incoming incidents, alerts, and service requests across ITSM and monitoring platforms; triage, categorize, and prioritize cases based on business impact, urgency, service type, and SLA risk.
• Identify and immediately escalat customer-impacting issues, service outages, or cases requiring urgent leadership visibility.
• Assign and dispatch incidents to the appropriate Command|POD, Managed Services Engineer, Lead Engineer, or supporting team, balancing workload to maintain response times and operational efficiency.
• Reassign or reallocate cases as priorities shift, ownership is unclear, or progress stalls, maintaining real-time awareness of queue health and staffing gaps.
• Oversee open cases to ensure momentum toward resolution, 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 defined next actions.
• Coordinate internal communication during high-priority or service-affecting incidents, engaging appropriate engineers and support teams, supporting bridge calls, and tracking action items as needed.
• Enforce case management standards, dispatch discipline, documentation expectations, and queue hygiene across service desk and managed services workflows.
• Identify inefficiencies in routing, backlog management, and escalation processes; recommend and support continuous improvement efforts, including maintaining runbooks and escalation paths.
• Partner cross‑functionally with Managed Services, NOC, Engineering, Vendor Management, Customer Success, and leadership to ensure clear ownership, proper routing, and timely resolution of technical issues.
• Takes on additional responsibilities and projects as needed to support the success of the team and organization.

What You'll Need For Success

• 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 within an MSP, telecommunications, or managed services environment.
• Familiarity with ITSM and ticketing platforms for case intake, assignment, tracking, and escalation, along with experience working in monitoring tools and alert-driven environments.
• General understanding of networking, SD-WAN, voice, connectivity, and managed service operations, with the ability to assess issue priority and route work effectively in a fast-paced support setting.
• Strong organizational skills with the ability to manage competing priorities while maintaining accuracy and documentation discipline.
• Clear and professional written and verbal communication skills, with the ability to remain calm and structured during service-impacting incidents.
• Demonstrated sense of urgency, operational accountability, and cross-functional collaboration across technical and non-technical teams.
• ITIL v4 Foundation or other relevant service management certifications preferred.

Why you'll love life at Command|Link

• Room to grow at a high-growth company
• An environment that celebrates ideas and innovation
• Your work will have a tangible impact
• Flexible time off
• Fun events at cool locations
• Employee referral bonuses to encourage the addition of great new people to the team
  

At CommandLink, we’re committed to creating a fair, consistent, and efficient hiring experience. As part of our process, we use AI-assisted tools to help review and analyze applications. These tools support our recruiting team by identifying qualifications and experience that align with the requirements of each role.
AI tools are used only to assist in the evaluation process — they do not make final hiring decisions. Every application is reviewed by a member of our recruiting or hiring team before any decisions are made.