Remote IT Service Desk & Project Coordinator Lead

Gabtech Global, LLC; Philippines; Remote; PHP 338,000 - 482,000; Part time

Job summary

Gabtech Global, LLC is seeking a remote IT Service Desk & Project Coordinator. The role centers on owning the ticket queue, project calendar, and coordination with field technicians and subcontractors from a centralized platform.

Responsibilities include triaging tickets in Atera, remotely resolving Tier 1 issues, and maintaining client SLAs during Mountain Time business hours. The position offers part-time hours with potential transition to full-time.

Qualifications

• 2+ years in a help desk, service coordinator, project coordinator, or dispatcher role at an MSP or similar
• Hands-on familiarity with at least one PSA/RMM or ticketing platform; training on Atera provided
• Working knowledge of Microsoft 365 administration and basic networking
• Comfortable communicating with clients by phone and in chat
• Organized and able to close follow-up items in writing
• Clear, plain written English with weekly status emails to clients

Responsibilities

• Run the service desk in Atera: intake via phone, email, client portal, and alerts; triage by priority; assign; follow through to resolution
• Remotely resolve Tier 1 issues for Teams Rooms, conferencing devices, displays, network basics, and cloud platforms
• Use Atera RMM to monitor endpoints, run patches, and open tickets from alerts
• Use Atera AI Copilot to summarize threads, draft replies, and generate scripts; escalate with a clean summary
• Maintain SLA response times during Mountain Time business hours and document after-hours handoff
• Maintain knowledge base with one article per recurring issue per client
• Produce monthly client service reports from Atera detailing volumes and performance
• Schedule onsite work for field techs and subcontractors with clear scope and contacts
• Brief technicians before dispatch and confirm close-out with photos
• Manage facilities-work orders via ServiceChannel; handle quotes, schedules, dispatch, invoicing
• Run project kickoff checklists, maintain master calendar, track orders
• Coordinate permits and inspections with local jurisdictions; provide weekly status emails for active projects
• Flag risks early and communicate problems to clients promptly
• Submit PO/invoice requests to Finance; log time and parts on tickets
• Contribute to weekly exception reports for orders and dispatches

Skills

Help desk

Project coordination

Customer service

Written communication

Tools

Atera

Microsoft 365

Teams

ServiceChannel

Job description

Gabtech Global, LLC is seeking a remote IT Service Desk & Project Coordinator. The role centers on owning the ticket queue, project calendar, and coordination with field technicians and subcontractors from a centralized platform.

Responsibilities include triaging tickets in Atera, remotely resolving Tier 1 issues, and maintaining client SLAs during Mountain Time business hours. The position offers part-time hours with potential transition to full-time.