Service Desk Incident Coordinator

CommandLink; Brasil; Remote; BRL 48,000 - 80,000; Full time

Job summary

Command|Link, a global SaaS provider delivering network, voice, and IT security solutions, offers a fully remote Service Desk Incident Coordinator role. You will triage, prioritize, and dispatch incoming incidents to the correct Command|POD or internal teams, ensuring timely resolutions and proper handoffs across shifts.

Ideal candidates have 2+ years in service desk coordination, familiarity with ITSM platforms, and a solid understanding of networking and SD-WAN.

Qualifications

• Bachelor's degree in Information Technology, Business, or 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.

Responsibilities

• Monitor incoming incidents, alerts, and service requests; triage, categorize, and prioritize cases based on impact, urgency, service type, and SLA risk.
• Assign and dispatch incidents to the appropriate team, balancing workload to maintain response times.
• Oversee open cases to ensure momentum toward resolution and timely updates.
• Coordinate internal communication during high-priority incidents and support bridge calls.
• Enforce case management standards, dispatch discipline, and queue hygiene.
• Identify routing or escalation inefficiencies and support continuous improvement efforts.

Skills

Service desk coordination

Incident management

NOC operations

ITSM

Ticketing platforms

Networking basics

Communication skills

Education

Bachelor's degree in Information Technology

Tools

ITSM platforms

Monitoring tools

Job description

About Command|Link|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 escal… 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 escal… 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

Join us at CommandLink , where you'll have the opportunity to shape the future of business communication. We value the innovative spirit and seek individuals ready to bring their unique vision and expertise