MSP Support Desk - Triage/Training

Iserv • Dedham, MA

16h

About The Position

We are looking for a highly organized and technically astute Support Control Specialist to act as the "Air Traffic Controller" for our 24/7 Managed Services operation. In this pivotal role, you will not just watch tickets; you will drive the velocity and quality of our entire support ecosystem. You will serve as the bridge between our Tier 1 (Frontline) and Tier 2 (Escalation) teams, ensuring that every ticket is moving efficiently and that no client request stagnates. Your primary mission is to reduce friction: ensuring Tier 1 has the resources to solve more tickets and protecting Tier 2 from invalid or premature escalations.

Requirements

• MSP Experience: 3+ years of experience in an MSP environment (Service Desk or Dispatch role preferred).
• Technical Aptitude: Must have enough technical knowledge (M365, Active Directory, basic networking) to distinguish between a "real" technical roadblock and a lack of effort.
• Process-Driven: You love checklists, workflows, and organized data. You see a messy board and feel the urge to clean it up.
• Communication: Ability to give firm feedback to technicians without being abrasive. You are a coach, not just a critic.
• Cool Under Pressure: Ability to manage high volumes of information and prioritize instantly during an outage or high-volume event.

Responsibilities

• Real-Time Queue Management: Monitor all service boards (Tier 1, Tier 2, Tier 3) to ensure tickets are assigned, acknowledged, and progressing within SLA targets.
• Stall Prevention: Proactively identify and intervene on "stale" tickets (tickets with no updates for >4 hours) to ensure the client is updated and the technical blockage is removed.
• Urgency Enforcement: Verify that ticket priority matches the business impact, adjusting severity levels as needed to reflect true urgency.
• The Gatekeeper: Review incoming escalations from Tier 1 to Tier 2. You have the authority to "kick back" tickets to Tier 1 if the mandatory troubleshooting steps (The Escalation Checklist) or documentation are missing.
• Validation: Ensure that every escalation contains a clear problem statement, reproduction steps, and a record of attempted fixes.
• Warm Handoffs: Oversee the transition of critical issues between shifts or tiers to ensure no information is lost.
• Root Cause Analysis: Analyze closed tickets to identify why they were escalated. Categorize them into: Knowledge Gap (Agent needs training) Documentation Gap (KB article missing) Access Gap (Permissions missing)
• Micro-Coaching: Provide direct, constructive feedback to agents who miss standard operating procedures. (e.g., "Agent X, please review KB-101 for password resets before escalating next time.")
• Content Creation: assist in creating or updating Knowledge Base (KB) articles based on the trends you observe, ensuring Tier 1 is better equipped for the next similar issue.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed