Help Desk Operations Coordinator

Job Summary: As a Help Desk Operations Coordinator, you will serve as a key member of the Help Desk team, ensuring smooth day-to-day operations across ticket management, customer communication, and system monitoring.

This role is available across two schedules: one daylight shift position and one overnight position. This role combines service coordination with real-time operational support. You’ll help keep work moving efficiently; triaging tickets, responding to alerts, coordinating resources, and making sure the right issues get to the right engineers at the right time. You’ll work closely with internal and external Help Desk, NOC, and engineering teams to deliver a consistent, high-quality support experience. The ideal candidate is organized, adaptable, tech-savvy, and passionate about building exceptional employee experiences.

Essential Duties and Responsibilities: The following list is intended to describe the general nature and level of work performed by employees in this classification.  It is not designed to contain or be interpreted as an exhaustive list of all responsibilities, duties and qualifications required of employees assigned to this job.  The employer reserves the right to change or assign other duties to this position.  All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Responsibilities Include

• Serve as a primary point of contact for incoming requests, alerts, and tickets via phone, email, and monitoring systems.
• Triage, prioritize, and route tickets to the appropriate teams while ensuring SLAs are met.
• Monitor systems and alerts, perform initial review, and escalate issues based on impact and urgency.
• Coordinate technicians and engineers, ensuring work is scheduled, tracked, and progressing as expected.
• Communicate clearly with customers and internal teams, providing updates, ETAs, and status changes.
• Maintain and manage ticket queues, ensuring accuracy, completeness, and proper documentation.
• Follow established procedures and runbooks to support operational tasks and validate system health.
• Assist with reassigning and correcting ticket routing to keep work flowing efficiently.
• Support incident response by coordinating escalation, communication, and follow-through to resolution.
• Build strong relationships with customers, partners, and internal teams to ensure a high level of service.

• Strong customer service and communication skills
• Ability to manage multiple tasks in a fast-paced environment
• Experience working with multiple ticketing systems
• Strong attention to detail and organizational skills
• Ability to follow procedures while thinking critically in real-time situations
• Experience in a Service Desk, NOC, or MSP environment
• Familiarity with monitoring and alerting tools
• Experience working in a 24x7 support environment

Work Environment & Physical Requirements:

• High volume support environment 
• Office setting will be hybrid one day out of the work week is WFH
• Prolonged periods of sitting and working on a computer
• Requires multitasking, attention to detail, and ability to handle shifting priorities

What We Offer:

• Medical, dental and vision insurance after 30 days of employment.
• PTO in your first year.
• 401(K) Retirement Plan with safe harbor match.
• Paid holidays.
• Birthday Bonus

-Direct Applicants Only - No Third-Party Recruiters-

Vast Enterprises dba. All Lines Technology, Inc. is an Equal Opportunity and Affirmative Action Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to their race, color, creed, religion, ancestry, national origin, sex, sexual orientation, gender identity, age, disability, marital status, family responsibilities, pregnancy, genetic information, veteran, or military status.