Service Desk Incident Coordinator

CommandLink • Philippines

Remote

This Job is No Longer Active This position is no longer accepting applications

AI Summary

Command|Link is seeking a Service Desk Incident Coordinator to manage incoming service incidents and support cases. This role is critical for triaging, prioritizing, and assigning incidents to ensure timely resolution. The ideal candidate will have 2+ years of experience in service desk coordination or a related field.

Key Highlights

Serve as a central operational point of coordination for service incidents and support cases.

Triage, prioritize, assign, and advance cases through the support lifecycle.

Act as the operational dispatcher for the Managed Services organization.

Key Responsibilities

Monitor incoming incidents, alerts, and service requests across ITSM and monitoring platforms; triage, categorize, and prioritize cases based on business impact, urgency, service type, and SLA risk.

Identify and immediately escalate 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 escalate 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.

Interested in remote work opportunities in IT & Network Engineering? Discover IT & Network Engineering Remote Jobs featuring exclusive positions from top companies that offer flexible work arrangements.

Technical Skills Required

ITSM SD-WAN UCaaS NaaS

Benefits & Perks

100% remote opportunity

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

Browse our curated collection of remote jobs across all categories and industries, featuring positions from top companies worldwide.

Nice to Have

ITIL v4 Foundation or other relevant service management certifications

Job Description

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, maximize uptime and improve the bottom line.

Want the full job description? Read the complete details on LinkedIn, the original posting.

Continue on LinkedIn

This is a short excerpt. All rights to the full description belong to its original publisher.