MSP Help Desk Dispatcher | Remote Operations Lead

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

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,