Service Desk Incident Coordinator

Job Summary

As a fully remote Service Desk Incident Coordinator, the successful candidate will manage incoming service incidents and support cases, ensuring proper triage, prioritization, and assignment to maintain service flow and operational efficiency.

Key Responsibilities:

• Monitor and triage incoming incidents and service requests, prioritizing based on business impact and urgency
• Assign and dispatch incidents to the appropriate teams while balancing workload to maintain operational efficiency
• Coordinate internal communication during high-priority incidents and ensure clear documentation and handoffs between shifts or teams

Required Qualifications:

• Bachelor's degree in Information Technology, Business, or a related field preferred; equivalent experience considered
• 2+ years of experience in service desk coordination, incident management, or technical support administration
• Familiarity with ITSM and ticketing platforms, as well as monitoring tools in alert-driven environments
• General understanding of networking, SD-WAN, and managed service operations
• ITIL v4 Foundation or other relevant service management certifications preferred