Service Desk Incident Coordinator

CommandLink; United States; Remote; MXN 360,000 - 540,000; Full time

Benefits offered by this job

Room to grow

Flexible time off

Team events

Employee referral bonuses

Job summary

Command|Link is a global SaaS platform provider delivering network, voice, and IT security solutions. The company seeks a Service Desk Incident Coordinator to triage, assign, and manage incidents, ensuring timely resolution and alignment with service expectations.

This 100% remote role requires ITIL familiarity, 2+ years in service desk coordination, and strong communication. Join a fast-growing MSP-like environment with cross-functional collaboration across NOC, engineering, and leadership.

Qualifications

• 2+ years of experience in service desk coordination, dispatch, incident management, NOC operations, or technical support administration.

Responsibilities

• Monitor incidents and requests; triage, categorize, and prioritize based on impact and SLA.
• Escalate urgent issues and coordinate with Command|POD, engineers, and teams.
• Assign and dispatch incidents to appropriate teams while balancing workload.
• Maintain open cases with updates and next actions; ensure smooth handoffs across shifts.

Skills

Incident coordination

Prioritization

Communication

Cross-functional collaboration

Education

Bachelor's degree in Information Technology or related field

Tools

ITSM platforms

Monitoring tools

Job description

About Command|Link

Command|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, maximise 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, prioritised, 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 prioritise cases based on business impact, urgency, service type, and SLA risk.
• Identify and immediately escalation customer-impacting issues, service outages, or cases requiring urgent leadership visibility.
• 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 escalation cases as priorities shift, ownership is unclear, or progress stalls, maintaining real-time awareness of queue health and staffing gaps.
• 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

• Room to grow at a high-growth company
• An environment that celebrates ideas and innovation
• Your work will have a tangible impact
• Flexible time off
• Fun events at cool locations
• Employee referral bonuses to encourage the addition of great new people to the team

At CommandLink, we're committed to creating a fair, consistent, and efficient hiring experience. As part of our process, we use AI-assisted tools to help review and analyze applications. These tools support our recruiting team by identifying qualifications and experience that align with the requirements of each role.

AI tools are used only to assist in the evaluation process - they do not make final hiring decisions. Every application is reviewed by a member of our recruiting or hiring team before any decisions are made.