Service Desk Coordinator | MSP Experience
Philippines
I help MSPs keep their service desk organized—tickets moving, SLAs met, and clients informed. I bring 7+ years of IT service management experience, including 3 years in MSP environments, supporting US and international clients. My work focuses on ticket triage, dispatching, queue monitoring, escalation management, and SLA governance in fast-paced service desk operations. What I do best: Manage and prioritize ticket queues to meet KPIs and SLAs Dispatch onsite and remote technicians efficiently Track escalations and critical incidents Monitor SLA compliance and aging tickets Provide clear, client-facing updates and internal coordination Produce service desk reports (open tickets, SLA performance, incident trends) I’ve worked hands-on with ConnectWise, ServiceNow, and IT Glue, and I adapt quickly to new tools and workflows. I also bring people-management experience, having mentored 20+ team members into senior and leadership roles. I’m detail-oriented, reliable, and grounded in ITIL v4 best practices, with a strong focus on service quality, collaboration, and continuous improvement.