Remote MSP Service Desk Dispatcher (Night Shift)

ScalableOS; Makati; Remote; PHP 420,000 - 640,000; Full time

Job summary

ScalableOS is seeking a Service Desk Coordinator to manage ticket flow, scheduling, and client communications from a remote, night-shift role in the Philippines. You will ensure clean tickets, healthy boards, and optimal engineer utilization while maintaining SLA commitments.

The ideal candidate has 3+ years in IT service delivery, MSP experience considered a strong advantage, and excellent written/verbal communication.

Qualifications

• 3+ years in a Service Desk, Dispatcher or similar IT service role.
• Expertise in ticket auditing, resource allocation, and workload dispatch.
• Experience monitoring engineer schedules and time entries.
• Familiarity with IT ticketing/PSA tools (e.g., Autotask, ConnectWise).
• Excellent written and verbal communication, ability to explain technical details to non-technical customers.
• Experience in an MSP environment is a strong advantage.
• Strong problem solving and decision-making; able to enforce processes.

Responsibilities

• Act as first point of contact for customers across all service requests and ensure tickets are clean and documented.
• Communicate incidents, status updates, changes, and outages with clients.
• Track ticket progress, escalate issues, and follow up for resolution.
• Manage after-hours on-call rosters and align with SLA.
• Audit tickets for categorization, priority, and documentation; push back on bad tickets.
• Plan daily work with Service Desk technicians and leadership to address capacity.
• Assist with simple reports on ticket volumes, SLA performance, aging, and utilization.

Skills

Ticket auditing

Resource allocation

Client communication

Workload dispatch

Time management

Problem solving

MSP experience

Tools

Autotask

ConnectWise

Job description

ScalableOS is seeking a Service Desk Coordinator to manage ticket flow, scheduling, and client communications from a remote, night-shift role in the Philippines. You will ensure clean tickets, healthy boards, and optimal engineer utilization while maintaining SLA commitments.

The ideal candidate has 3+ years in IT service delivery, MSP experience considered a strong advantage, and excellent written/verbal communication.