Help Desk Operations Coordinator / MSP Dispatcher

Gabtech Global, LLC; Philippines; Remote; PHP 268,000 - 357,000; Full time

Job summary

Gabtech Global, LLC is seeking a Help Desk Operations Coordinator (Dispatcher) to manage live ticket flow, triage severity, and route work to technicians in real time. You’ll be the first responder when issues arise, removing blockers and keeping the service desk moving.

This remote, full-time role requires strong communication, SLA awareness, and coordination with onsite teams and external vendors. You’ll lead daily huddles, support onboarding and training content, and help maintain a smooth,

Qualifications

• 2+ years of experience in dispatch or service coordination, preferably at an MSP.
• Hands-on IT knowledge to assess ticket severity (password reset vs server outage).
• Experience with help desk ticketing systems; ConnectWise Manage PSA is a plus.
• Strong written and verbal communication skills.
• High sense of urgency while maintaining accuracy.

Responsibilities

• Ticket Triage and Dispatch — monitor the queue in real time, assign tickets to technicians, and ensure SLAs are not at risk.
• Escalation Call Handling — answer incoming client escalation calls and coordinate resolution with the technical team.
• Quality Assurance — verify that automation routing, assignments, and scheduling are executing correctly throughout the day.
• Onsite and 3rd Party Contractor Scheduling — coordinate field visits and external vendor scheduling as needed.
• Board Management — manage the help desk board to zero daily, resolving holds and blockers proactively.
• GMS Support and Escalations — participate in weekly GMS meetings and manage non-technical client escalations.
• Inventory Receiving and Shipping — coordinate incoming and outgoing hardware as needed.
• Morning Huddle — run the daily morning huddle with the service desk team.
• Backup Coverage — serves as backup for technician onboarding and documentation quality assurance.
• Academy (Trainual) — manage and maintain onboarding and training content as needed.

Skills

Dispatch in MSP

Ticketing systems

Communication skills

Multitasking in queues

Urgent issue triage

Tools

ConnectWise Manage PSA

Job description

**PLEASE CAREFULLY READ ALL THE DETAILS BEFORE APPLYING***

Job Title: Help Desk Operations Coordinator / MSP Dispatcher

Rate: TBD

Work Type:

• Remote/WFH
• Full-time

Working Hours: TBD (Usually US Hours/Night shift)

Start Date: TBD

ABOUT THE CLIENT:

A Managed Service Provider Company delivering IT services to small and medium-sized businesses. Our values:

• We do what we say we'll do.
• We care about the process.
• We are generous with what we know.
• We enjoy the people we work with.
• We choose compassionate candor.

JOB ROLE & RESPONSIBILITIES:

The Help Desk Operations Coordinator (Dispatcher) is the heartbeat of our service desk. You keep the day running — fielding escalation calls, routing tickets to the right technician, and making sure work is moving in real time. This is not a behind-the-scenes coordination role; you are actively engaged throughout the day, removing blockers, managing urgency, and holding the line on process. You will be the first call when something goes sideways and the steady hand that makes sure it gets resolved.

• Ticket Triage and Dispatch — monitor the queue in real time, assign tickets to technicians, and ensure SLAs are not at risk.
• Escalation Call Handling — answer incoming client escalation calls and coordinate resolution with the technical team.
• Quality Assurance — verify that automation routing, assignments, and scheduling are executing correctly throughout the day.
• Onsite and 3rd Party Contractor Scheduling — coordinate field visits and external vendor scheduling as needed.
• Board Management — manage the help desk board to zero daily, resolving holds and blockers proactively.
• GMS Support and Escalations — participate in weekly GMS meetings and manage non-technical client escalations.
• Inventory Receiving and Shipping — coordinate incoming and outgoing hardware as needed.
• Morning Huddle — run the daily morning huddle with the service desk team.
• Backup Coverage — serves as backup for technician onboarding and documentation quality assurance.
• Academy (Trainual) — manage and maintain onboarding and training content as needed.

QUALIFICATIONS:

• You thrive in a structured, process-driven environment and believe that following well-defined workflows leads to the best results.
• You take ownership of your work, hold yourself accountable, and seek out candid feedback as a tool for growth.
• You embrace continuous improvement and adapt readily when roles and processes evolve.
• 2+ years of experience in a dispatch or service coordination role, preferably at an MSP.
• Enough hands-on IT knowledge to assess ticket severity intelligently — you understand the difference between a password reset and a server outage, and you triage accordingly.
• Experience with help desk ticketing systems; familiarity with ConnectWise Manage PSA is a plus.
• Comfortable reading and interpreting technical notes, alerts, and escalations without needing everything translated for you.
• Strong written and verbal communication skills — you can translate urgency to a technician and calm to a client in the same breath.
• You have a high sense of urgency without losing precision. You know the difference between fast and sloppy.

SKILLS:

• Real-time ticket triage and dispatch — assigning the right ticket to the right technician at the right time.
• Ability to manage multiple open queues simultaneously without losing track of priority or SLA risk.
• Strong customer service orientation, including de-escalating client frustration on live calls.
• Ability to communicate clearly with both technical staff and non-technical clients.
• Attention to detail in ticket documentation, scheduling, and follow-through.
• Familiarity with help desk and PSA platforms; ConnectWise Manage experience preferred.
• Ability to follow and enforce detailed operational processes, and flag when something is off.
• Collaborative — you work well across a team and don't hoard context.

Why Work with Gabtech Global, LLC?

At Gabtech Global, we are committed to supporting our consultants and creating an environment where people can grow and succeed.

We uphold our core values:

• EXTRA MILE: We do more than what’s expected of us.
• RELIABLE: We do what we say we’ll do. No follow-ups are needed.
• TEAM PLAYER: We collaborate with each other to achieve our goals.
• GENUINE CARE: We do what we do because we want to, not because we have to.
• HUNGRY TO LEARN: We strive to be better every day.