About this role
Position Summary
ISI Enterprises is seeking a highly organized, detail-oriented, and proactive Service Desk Coordinator to support the daily operations of our Managed Services Support Desk. This individual will play a critical role in ensuring incoming support requests are properly triaged, prioritized, assigned, and monitored to deliver timely and effective service to our clients.
The ideal candidate will have experience working within a Managed Service Provider (MSP) environment, strong familiarity with Professional Services Automation (PSA) platforms such as HaloPSA, and an understanding of IT service management processes, ticket workflows, and Service Level Agreements (SLAs).
This position serves as a central point of coordination between support technicians, technical leadership, and clients, ensuring tickets are progressing appropriately, resources are effectively utilized, and service delivery expectations are consistently met.
Duties/Responsibilities
Ticket Dispatching and Triage
- Monitor incoming support tickets, service requests, and escalations across all support channels.
- Review, categorize, prioritize, and assign tickets to appropriate Tier 1, Tier 2, and Tier 3 technical resources based on technical requirements, urgency, and availability.
- Ensure tickets are properly classified and prioritized according to established SLA requirements and client-specific agreements.
- Maintain visibility into active ticket queues, ensuring requests are assigned promptly and workloads are appropriately distributed.
- Identify unassigned, aging, or stalled tickets and proactively coordinate next steps with the appropriate technical teams.
Coordinate technician scheduling, client appointments, and ticket reassignment as needed.
SLA Monitoring and Service Delivery
- Monitor ticket response times, resolution targets, and SLA compliance to identify potential service delivery risks.
- Proactively escalate tickets approaching or exceeding established SLA thresholds.
- Work closely with Support Desk leadership to identify ticket bottlenecks, workload imbalances, and opportunities for improved service delivery.
- Ensure high-priority and critical incidents receive immediate attention and appropriate escalation.
- Support daily operational reporting related to ticket volumes, backlog, technician assignments, and SLA performance.
HaloPSA Administration and Ticket Management
- Utilize HaloPSA or similar PSA platforms to manage ticket queues, technician assignments, service requests, and workflow activities.
- Maintain accurate ticket categorization, priority levels, assignment groups, and service records.
- Support the development and optimization of ticket workflows, automated notifications, dispatch rules, and escalation processes.
- Identify opportunities to improve operational efficiency through PSA automation and standardized service desk procedures.
- Assist with maintaining dashboards, reporting accuracy, and ticket data integrity.
Client Communication and Coordination
- Coordinate communication between clients and assigned technicians to ensure timely updates and scheduling.
- Follow up on tickets requiring additional information, client availability, or technician action.
- Assist in coordinating escalated service requests and ensuring appropriate internal stakeholders remain informed.
- Support a positive client experience through professional, responsive, and proactive communication.
Operational Quality and Process Improvement
- Monitor ticket documentation for completeness, accuracy, and adherence to established service desk procedures.
- Identify tickets with missing information, incorrect categorization, or incomplete service records and coordinate corrective action.
- Assist Support Desk leadership with implementing and maintaining Standard Operating Procedures (SOPs).
- Support continuous improvement initiatives focused on reducing ticket backlog, improving response times, and increasing overall operational efficiency.
- Collaborate with technical leadership to ensure effective handoffs between support tiers and escalation teams.
Qualifications
- 2+ years of experience in IT service desk coordination, dispatching, ticket management, or technical support operations.
- Experience working with a PSA or IT Service Management (ITSM) platform such as HaloPSA, ConnectWise Manage, Autotask, or ServiceNow.
- Understanding of IT support ticket lifecycles, incident management, service requests, and escalation procedures.
- Familiarity with SLA management, ticket prioritization, and service desk performance metrics.
- Strong organizational and multitasking skills with the ability to manage competing priorities in a fast-paced environment.
- Excellent written and verbal communication skills.
- Ability to coordinate effectively with technical teams, leadership, and external clients.
- Strong attention to detail and commitment to maintaining accurate service records.
- General understanding of Microsoft 365, Windows environments, and common IT support issues.
- Ability to work independently, exercise sound judgment, and proactively identify operational issues.
Preferred Qualifications
- Direct experience using HaloPSA, including ticket dispatching, queue management, SLA monitoring, reporting, and workflow automation.
- Previous experience working within a Managed Service Provider (MSP) supporting multiple client environments.
- Familiarity with ITIL principles, incident management, and service delivery best practices.
- Experience supporting government contractors, regulated industries, or compliance-driven IT environments.
- Understanding of Microsoft 365 GCC/GCC High environments.
- Experience coordinating technical resources across multiple support tiers.
- Familiarity with service desk performance indicators such as response time, resolution time, backlog aging, ticket reassignment, and SLA attainment.
- Experience assisting with service desk process improvements, quality assurance, and operational reporting.
What We Offer
ISI Enterprises is committed to providing a collaborative, innovative, and supportive work environment where employees can grow professionally while contributing to meaningful client missions.
- Salary $65,000 - $75,000
- Medical, dental, and vision insurance.
- Generous paid time off and paid holidays.
- Opportunities for professional development, training, and career advancement.
- Collaborative work environment with experienced IT and cybersecurity professionals.
- Opportunity to contribute to the continued growth and transformation of ISI’s Managed Services operations.
About Industrial Security Integrators, LLC (ISI Enterprises)
ISI Enterprises is a leading provider of managed IT services, cybersecurity solutions, and compliance-focused technology services supporting organizations operating in highly regulated environments, including contractors within the Defense Industrial Base (DIB).
Our mission is to help organizations strengthen their cybersecurity posture, modernize their IT infrastructure, and meet complex regulatory requirements, including CMMC, NIST SP 800-171, and DFARS.
Through our Managed Services Program, ISI delivers comprehensive IT support, cloud solutions, cybersecurity services, and ongoing technical expertise to help clients maintain secure, reliable, and compliant environments.
ISI Enterprises is an Equal Opportunity Employer committed to fostering a diverse and inclusive workplace. We value innovation, collaboration, accountability, and professional excellence.