Help Desk Operations Coordinator (Dispatcher)

At Near, we connect top talent in Latin America with exciting remote opportunities at U.S.-based companies. Our mission is to create better lives by fostering a remote work culture that transcends borders.About the Role:We’re hiring a Help Desk Operations Coordinator (Dispatcher) to join a fast-paced Managed Service Provider (MSP) delivering IT services to small and medium-sized businesses. This role is the heartbeat of the service desk, actively engaging throughout the day to remove blockers, manage urgency, and ensure processes are followed. You will be responsible for fielding escalation calls, routing tickets to the right technician, and ensuring that work is moving smoothly in real time.This role is ideal for someone who thrives in a high-urgency environment, takes ownership, and has experience in service coordination and IT support.What You’ll Do:Monitor the ticket queue in real time, assign tickets to technicians, and ensure SLAs are met.Answer incoming client escalation calls and coordinate resolution with the technical team.Ensure that automation routing, assignments, and scheduling are functioning correctly.Coordinate field visits and vendor scheduling as needed.Manage the help desk board, proactively resolving holds and blockers to zero daily.Participate in weekly GMS meetings and manage non-technical client escalations.Coordinate incoming and outgoing hardware shipments.Run the daily morning huddle with the service desk team.Serve as backup for technician onboarding and documentation quality assurance.Manage and maintain onboarding and training content as needed.Must-Have Requirements:2+ years in a dispatch, service coordination, or help desk operations role, preferably in an MSP or IT support environment.Basic understanding of IT support to assess ticket urgency and coordinate next steps.Experience with help desk ticketing systems; familiarity with ConnectWise Manage PSA is a plus.Strong written and verbal communication skills; ability to communicate urgency to technicians and clients.Comfortable working in a fast-paced, high-urgency environment with frequent context switching and client escalations.Ability to manage multiple open queues while maintaining a sense of urgency and precision.Nice to Have:Experience supporting IT service environments or automation-heavy products.Familiarity with PSA and help desk systems.Experience in vendor management or telecom/messaging platforms.Knowledge of staffing, pharmacy, or operationally intensive industries.Compensation & Benefits:Compensation: $1,500 – $2,000 USD per month, based on experience.PTO: 5 days per year after the 90-day introductory period.US Holidays: Paid holidays in alignment with US holidays.