Support Desk Coordinator

DilSe.IT; Denver (CO); On-site; USD 33,000 - 39,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k) retirement plan

Paid time off

Paid holidays

Learning and development support

Job summary

Dilse.IT is seeking a detail-oriented Support Desk Coordinator to be the first point of contact for our IT support desk in Denver. You will create tickets, provide initial responses, and coordinate with technicians to start work immediately, ensuring customer care and efficiency.

You will manage ticket queues, gather required information, and monitor SLA performance while collaborating with sales, billing, and leadership to keep clients informed and confident throughout the support process.

Qualifications

• At least 1 year of customer service experience.
• Clear and warm communication on calls and in ticket notes.
• Ability to stay calm and de-escalate tense moments when a client is stressed.
• Ability to juggle multiple calls, tickets, and queues.
• Fast learner with attention to detail and a positive attitude.
• Familiarity with Outlook and Teams.
• Good judgment on what to solve yourself vs hand off to a technician.
• Enjoys being part of a close-knit team.

Responsibilities

• Answer incoming calls and create a ticket for every contact.
• Provide the first response on new tickets to meet SLAs.
• Gather required information for technicians and set next steps.
• Resolve defined quick fixes per verification protocol.
• Move unassigned tickets and ensure each is assigned by end of day.
• Flag tickets at risk to the Director of Client Services.
• Monitor alerts and route tickets to the right technician.
• Coordinate scheduling for Field Technicians.
• Act as liaison between clients, technicians, and other teams.
• Monitor team chat and respond promptly.
• Flag updates to knowledge base or process docs.
• Update weekly ticket-volume spreadsheets.
• Support additional office and admin tasks.

Skills

Customer service

Clear communication

Calm under pressure

Multitasking

Attention to detail

Positive attitude

Team player

De-escalation

Tools

Outlook

Teams

SuperOps

Ticketing system

Job description

Who We Are

Dilse.IT is a rapidly growing IT services company that has supported small and medium-sized businesses across the country since 2009. Our name comes from “Dil Se,” which means “with love” in Hindi, and that idea shapes how we work, with love and care, for our clients and for each other. We act as the outsourced IT department for businesses that need a trusted partner to manage their technology so they can focus on running their own business. Our primary focus is small retail businesses, including hardware and specialty stores, and we also support clients in hospitality, restaurants, and general offices. As we grow, we are looking for people who care about doing good work and treating people well along the way.

About the Role

The Support Desk Coordinator is the first point of contact for our support desk: answering incoming calls, creating a ticket for every call, and routing each issue to the right technician with what is needed to start immediately. This role prioritizes coordination over caseload and owns the team's core service metrics, including first response time, resolution time, and daily queue targets.

Love and Care is one of our core values, and this role is one of the most important places we live it out. The Support Desk Coordinator is frequently a client's very first interaction with our company, often at a stressful moment, and is directly responsible for making that moment feel calm, cared-for, and confidently handled. As we scale, maintaining that same standard of warmth and reassurance in every call and every ticket is a core measure of success in this role, not a secondary nice-to-have.

What You'll Do

• Answer incoming phone calls as the top priority, and create a ticket for every phone call to document the work performed.
• Provide the first response on every new ticket ensuring first response SLA’s are met.
• Gather the right information from each client so the assigned technician has what is needed to start immediately, and set clear expectations with the client on next steps.
• Resolve a defined list of quick fixes yourself, following our identity verification protocol.
• Keep the Unassigned Ticket queue moving, confirming every ticket is assigned to a technician and acknowledged by end of day.
• Watch for tickets at risk of missing a response-time or resolution-time commitment, and flag them to the Director of Client Services.
• Monitor alerts and create tickets for the right technician when action is needed.
• Help coordinate scheduling for Field Technicians based on availability, skill set, and priority.
• Act as a communication link between clients, technicians, and other teams such as sales, billing, and leadership.
• Monitor internal team chat throughout the day and respond promptly to questions.
• Flag the team when a knowledge base article or process document needs to be created or updated.
• Update a weekly tracking spreadsheet with ticket volume numbers.
• Support additional office and administrative tasks as needed.

What Great Looks Like

• Nothing sits untouched or unassigned.
• Technicians get the right work at the right time.
• Clients receive proactive, clear updates.
• The queue is clean, visible, and under control.
• SLA misses are rare.

What We're Looking For

You'll do well here if you:

• Have a year or more of customer service experience (phone-based support is a big plus).
• Communicate clearly and warmly, whether you're on a call or writing up ticket notes.
• Stay calm and know how to defuse a tense moment when a client is stressed.
• Can juggle multiple calls, tickets, and queues at once without missing a beat.
• Learn fast, pay close attention to detail, and bring a genuinely positive attitude to work.
• Are comfortable with everyday tools like Outlook and Teams, and can walk someone through a simple fix like a password reset.
• Have good judgment about what to solve yourself and what to hand off to a technician.
• Genuinely enjoy being part of a close-knit team.

Nice to have:

• Experience with SuperOps or a similar ticketing platform.
• A background in MSP or IT dispatch.
• Retail or hardware store experience.
• Formal de-escalation training.
• A good sense of humor, a genuine interest in IT, and a life outside of work (we want you to have one).

Compensation & Benefits

• $24.00 - $28.00 per hour
• Health, dental, and vision insurance.
• 401(k) retirement plan.
• Paid time off and paid holidays.
• Learning and development support to build your skills.