Help Desk Operations Coordinator
About The Position
As a Help Desk Operations Coordinator, you will serve as a key member of the Help Desk team, ensuring smooth day-to-day operations across ticket management, customer communication, and system monitoring. This role is available across two schedules: one daylight shift position and one overnight position. This role combines service coordination with real-time operational support. You’ll help keep work moving efficiently; triaging tickets, responding to alerts, coordinating resources, and making sure the right issues get to the right engineers at the right time. You’ll work closely with internal and external Help Desk, NOC, and engineering teams to deliver a consistent, high-quality support experience. The ideal candidate is organized, adaptable, tech-savvy, and passionate about building exceptional employee experiences.
Requirements
- Strong customer service and communication skills
- Ability to manage multiple tasks in a fast-paced environment
- Experience working with multiple ticketing systems
- Strong attention to detail and organizational skills
- Ability to follow procedures while thinking critically in real-time situations
- Experience in a Service Desk, NOC, or MSP environment
- Familiarity with monitoring and alerting tools
- Experience working in a 24x7 support environment
Responsibilities
- Serve as a primary point of contact for incoming requests, alerts, and tickets via phone, email, and monitoring systems.
- Triage, prioritize, and route tickets to the appropriate teams while ensuring SLAs are met.
- Monitor systems and alerts, perform initial review, and escalate issues based on impact and urgency.
- Coordinate technicians and engineers, ensuring work is scheduled, tracked, and progressing as expected.
- Communicate clearly with customers and internal teams, providing updates, ETAs, and status changes.
- Maintain and manage ticket queues, ensuring accuracy, completeness, and proper documentation.
- Follow established procedures and runbooks to support operational tasks and validate system health.
- Assist with reassigning and correcting ticket routing to keep work flowing efficiently.
- Support incident response by coordinating escalation, communication, and follow-through to resolution.
- Build strong relationships with customers, partners, and internal teams to ensure a high level of service.
Benefits
- Medical, dental and vision insurance after 30 days of employment.
- PTO in your first year.
- 401(K) Retirement Plan with safe harbor match.
- Paid holidays.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
