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Overview We\'re looking for a remote Support Desk Operations Analyst to be the first person in this newly created function—monitoring ticket quality, optimizing team workload, and handling administrative coordination that keeps our technical team running smoothly. In this role, you\'ll go beyond traditional IT dispatching. While you\'ll handle ticket triage and assignment, your primary focus is quality assurance and operational efficiency. You\'ll monitor how tickets move through our system, assess customer interactions, balance workload across technicians, and manage administrative details like device logistics and courier coordination. You\'ll also provide light virtual assistant support to account managers—handling the details that would otherwise pull technical staff away from solving client problems. You\'ll work with systems and forms designed for you, but as the first operator, you\'ll shape how this role evolves. You\'ll have plenty of training and support in a company that\'s still figuring things out and growing fast. This isn\'t about moving tickets around—it's about being the analytical eye that ensures quality, catches issues before they escalate, and optimizes operations so everyone works more efficiently. Ideal Candidate Our ideal candidate brings 1-3 years of MSP or help desk experience and is hungry for a growth opportunity beyond traditional dispatching. You understand help desk nuances—task duration, ticket quality, system complexity—and have the critical thinking to evaluate whether approaches make sense. You\'re service-oriented with an instinct for great customer service, excited to build a role that makes the team\'s work not just easier, but sustainable. You\'re adaptable, can operate independently within established systems, and motivated by the idea that quality monitoring and administrative support create smoother, more rewarding work for everyone. Performance Metrics Your performance will be measured by team happiness and workload ease; ticket quality and standards adherence; workload balance across technicians; and issues caught before escalation. Responsibilities Quality Assurance & Ticket Review: Reviewing closed tickets against standards; checking response quality and timeliness; monitoring reply counts and ticket duration; assessing documentation completeness; evaluating technical approaches; ensuring knowledge base updates are completed; reporting findings to the COO for coaching. Ticket Triage & Assignment: Creating and assigning tickets in the PSA system; monitoring queue and identifying bottlenecks; categorizing and prioritizing requests; load balancing across technicians based on skills and current workload. First-Line Customer Response: Answering calls and collecting intake information; responding to emails and routing appropriately; providing basic triage support when needed. IT Logistics & Equipment Coordination: Tracking device shipments and deliveries; coordinating couriers and following up on delays; verifying onboarding equipment readiness; managing vendor calls. Process Improvement: Identifying workflow efficiencies from ticket data; recommending friction-reducing changes; tracking patterns in volume, response times, and resolution quality to inform improvements. Data Hygiene & Administrative Support: Maintaining accurate client and vendor records in PSA; ensuring data integrity; providing light administrative support to account managers (scheduling, documentation, research); handling general administrative tasks. Qualifications 1-3 years of prior experience in roles like MSP Dispatcher, Tier 1 Technical Support, Service Desk Coordinator, or Help Desk Operations. Prior MSP experience (highly preferred). Excellent written and spoken English for North American audiences. Strong analytical thinking; you notice patterns and inefficiencies. Knowledge of ticket prioritization, workload balancing, and resource allocation. Understanding of help desk operations—task duration, ticket quality, system complexity. Willingness to answer phones and provide customer support. Adaptable and open to learning—ready to build a new type of role beyond traditional dispatching. Service-oriented mindset focused on making the team\'s work easier. Bonus Experience with dashboards, KPIs, and business analytics. Proficiency with Excel, data analysis, or reporting tools. Track record of process improvements in help desk environments. Familiarity with our tools: HaloPSA (or similar PSA platforms), Microsoft 365, Microsoft Teams, Slack, Zoom, Excel. Working Hours 8:00 AM - 5:00 PM MT (Mountain Time Zone) with a 1-hour break. Occasional flexibility needed to start/end an hour earlier or later. Adjusts with Daylight Saving Time. Employment Type Full-time (40 hours/week), Exclusivity Preferred Education No specific requirements—relevant work experience is what matters. Level Junior (1-2 years of relevant work experience), Lower-Intermediate (3 years) Compensation CAD ~1,180–1,501 per month, based on experience. Structured as a Consultant Agreement (independent contractor), meaning you\'ll be responsible for your own taxes, benefits, and insurance. Benefits Work from home Remote-first culture with strong team communication Training and support as the first in this role Opportunity to build and grow a new function in a fast-growing company #J-18808-Ljbffr
