Transform Your MSP’s Helpdesk with a Remote Service Coordinator/Dispatcher
Stop Engineers From Being Distracted, Keep Clients Happy
Hire a vetted dedicated dispatcher to handle scheduling, ticket followup, SLA enforcement, and client updates. Free your techs from the noise, so they can focus on fixing issues. We handle the admin, payroll, compliance, and vetting.
See whether a remote Service Coordinator/Dispatcher can improve your SLA performance, scheduling flow and client communication.
Why MSPs add a Service Coordinator
Bringing in a dedicated Service Coordinator gives MSPs a predictable, structured way to manage scheduling, SLAs, client communication, and dispatch.
Instead of engineers juggling tickets and losing time, you get a centralized role focused entirely on throughput, responsiveness, and SLA performance.
Centralized scheduling and dispatch
Coordinators manage the ticket queue and technician schedule so work is assigned quickly and correctly based on urgency and availability.
SLA and escalation enforcement
They monitor SLA timers, trigger escalations before problems compound, and ensure every follow-up step is tracked.
Client and vendor communications
Coordinators provide timely updates and follow-ups as your first point of contact, keeping communication clear and consistent.
We can share sample profiles with recorded videos and real examples from our Testing & Training Program.
How it works
Our recruitment model is built specifically for MSP dispatch and PSA workflows. We help you find dispatchers who can keep tickets moving, coordinate technicians, manage client updates, and support your service desk without disrupting your existing processes.
Most engagements move from discovery to onboarding within 2–6 weeks, depending on your requirements. Start with a no commitment trial to confirm fit inside your PSA, workflows, and team rhythm, then continue month-to-month for long-term stability and alignment.
Tell Us What You Need
Fill out a quick, simple form to kick off the process. This gives us a baseline understanding of your MSP so we can make our first conversation highly productive.
Choose Your Pace
Jump on a brief introductory call to explore your options, or choose our Fast Track method if you’re ready to start reviewing candidates immediately.
The Alignment Sync
We dive into your unique tech stack, workflows, and company culture. This ensures we only source candidates who will integrate seamlessly into your existing team and you’re providing them with a great environment for remote work success.
Define the Role
Lock in your specific shift times, technical requirements, and role scope. From here, your dedicated Contract Manager takes over the heavy lifting of the talent hunt.
Review Hand-Picked Talent
Receive a curated shortlist of fully vetted professionals. You get to review their detailed candidate profiles and video intros before deciding who to meet.
Interview & Onboard (Risk-Free)
Interview your top choices, make your hire, and kick off your no-commitment trial. We handle the HR, contracts, and ongoing support so you can focus on scaling.
Maximize technician utilization. Your coordinator drives dispatch efficiency and protects SLAs inside your PSA—without adding management overhead.
What a Service Coordinator handles
A Service Coordinator becomes the operational anchor of your helpdesk, following a consistent structure.
They take over the repetitive, high-volume tasks that consume engineering time (queue triage, scheduling, vendor follow-ups, SLA monitoring, and day-to-day client communication).
This creates breathing room for your technicians while strengthening consistency across every touchpoint.
Queue management and prioritisation
Client communication
Schedule and dispatch
Vendor coordination
SLA monitoring
Onboarding and handoff
We can review your workload and show whether a coordinator is likely to reduce SLA breaches and improve dispatch speed.
Service Coordinators Available for MSP Operations
Our service coordinators are trained in MSP workflows and PSA-driven environments. Below is a small sample of real coordinators currently available.
Sophia Alyce
Summary Of Experience
I am a seasoned IT professional with over seven years of combined experience in help desk, network operations analyst, system admin, and ethical hacker.
1. Law Firm - Vulnerability and Pentester Engineer 1
* Lead Pentests with a focus on web applications, mobile applications, and internal network
* Successfully assisted system owners with remediating vulnerabilities within applications
* Created and updated team documentation for risk analysis and email templates for general use
2. MSP 2 - Junior Pentester
* Lead Pentests with a focus on external network, internal network, and social engineering
* Successfully assisted clients with their security vulnerabilities
* Created and updated team documentation for social engineering
* Lead all client communications within projects as project manager
3. MSP 1 - Network operations analyst
* Handled a customer migration in the first month
* Created insightful documentation first week
* Assisted with any ticket assigned ranging from malware analysis to network issues
* Lead all client communication via phone calls and emails
4. Financial Institution - System Administration Specialist
* Refined projects to help keep items in scope
* Monitored and Updated customer databases
* Streamlined multiple data projects, improving time processing by 94%
* Assisted in projects that affected multiple departments and created solutions
* Lead department training in Office 365
* First point of contact for customer implementation, training, and technical issues with payroll software
5. Financial Institution - Help desk tier 1
* Ensured all problems solved with five-star customer service.
* Triaged malware and assisted soc analysts
* Closed and resolved over 500 tickets while meeting time-limit expectations
* Reviewed practices and created help documentation
Qualifications
- GSEC,
- GCIH,
- GWAPT,
- GMOB
Skills
- Windows,
- Linux(Kali and Ubuntu),
- Mac (All apple devices with current OS)
Information Security:
- MITRE AT&TK Framework,
- OWASP Top 10
Tools:
- Wireshark,
- Nmap,
- John the Ripper,
- Hydra,
- Burp-suite,
0 Netcat,
- Social Engineering Tool Kit,
- Nessus,
- Active Directory,
- Microsoft 365 admin tools,
- Cylance,
- Rapid 7,
- Android Studio,
- Python,
- Angular,
- JavaScript,
- C++,
- Powershell,
- Logic Monitor,
- Bash,
- Mimecast,
- Symitar,
- Office 365,
- Google Cloud,
- Azure,
- HTML,
- CSS,
- ServiceNow,
- Cisco,
Functional Skills:
- Customer-Service,
- Networking,
- Result-Oriented,
- Team player,
- Basic Malware Analysis,
- CRM,
- Social Engineering,
- Life Long Learner,
- Basic Computer Forensics,
- System Admin skills,
- Report Making,
- Documentation Creation
- Ticketing systems.
Herdeiro
Summary Of Experience
I bring 10+ years of experience spanning project coordination, operational oversight, financial administration, and digital systems management. I have led structured delivery workflows across remote teams, ensured deadline adherence, managed stakeholder communication, and maintained accountability across multi-time-zone environments. My background combines operational leadership, reporting discipline, and cross-functional coordination within private sector and nonprofit environments.
2024 – Present | Operations Lead (Digital Services & Remote Delivery)
- Oversee operational coordination for 25+ client accounts across multiple regions.
- Coordinate remote teams across technical, marketing, and support functions.
- Manage structured workflows using ClickUp and CRM systems to ensure deliverables are completed on time.
- Monitor task progression, identify bottlenecks, and ensure escalation where required.
- Maintain documentation standards, reporting structures, and performance tracking.
- Facilitate client communication and expectation management across projects.
- Support financial oversight to ensure scope alignment and budget discipline.
2023 – 2024 | SEO Executive (Remote – Multi-Region Support)
- Executed structured technical audits and coordinated implementation tasks across 10+ websites.
- Tracked deliverables between content, development, and strategy teams.
- Monitored performance metrics and reported progress to stakeholders.
- Maintained workflow prioritisation and ensured deadline compliance.
2018 – 2023 | Financial Director & Project Manager
- Directed budgeting, forecasting, and operational controls.
- Coordinated multi-phase community and commercial projects with defined milestones.
- Managed documentation, compliance reporting, and stakeholder updates.
- Supervised junior staff and delegated structured task execution.
- Ensured projects were delivered within scope, budget, and timeline.
2018 – 2021 | Digital Marketing Manager
- Coordinated campaign execution across PPC, email, and social channels.
- Maintained reporting dashboards and performance tracking systems.
- Oversaw workflow allocation and campaign timelines.
- Ensured structured communication between internal teams and external partners.
Qualifications
- Doctorate in Education Sciences: Pedagogical University of Angola, specializing in innovative teaching and curriculum development.
- Digital Marketing Certification: Proficient in SEO, social media management, and paid ad campaign execution.
- Information Technology Certification: Strong foundation in IT systems, software, and troubleshooting.
- IT Support Certification: Skilled in hardware/software support, network configuration, and account setup.
- Mechanical Engineering Certification: Comprehensive knowledge in mechanical systems and processes.
- Graphic Design and Architecture Certification: Proficient in design tools like Adobe Photoshop and Illustrator, with foundational architectural skills.
- Business Development Certification: Completed with a 95% average, focusing on Entrepreneurship, Leadership, E-commerce, and Risk Optimization.
Skills
- Hardware and software troubleshooting including diagnostics and resolution
- Windows and Mac OS installation, maintenance, and troubleshooting
- Network setup, configuration, and user account administration
- Technical IT support for hardware/software problem-solving
Cloud, Directory & Productivity
- Microsoft Office 365: Advanced Word, PowerPoint, and Excel with VBA programming
- Google Workspace: Full suite of productivity applications
- Email administration: Google Mail, Outlook Express, and Hotmail
- Digital document management and security protocols
Web Design, Development & SEO
- CMS platforms: WordPress, Elementor, Webflow, and Wix
- UI/UX design and prototyping using Figma
- SEO and analytics tools: Google Search Console, SEMrush, Ahrefs, and Moz
- Web performance monitoring and technical insight leveraging for sales growth
Automation & Workflow Management
- Workflow structuring and task management using ClickUp
- CRM systems: Process documentation and SOP development within database structures
- Marketing automation: HubSpot and LinkedIn tool functionalities
- Automation tools: Exposure to n8n, Zapier, and Make
Data Analytics & Professional Operations
- Data analytics: Quantitative scientific investigation and complex data simplification
- Performance reporting: Alignment of findings with business objectives and interpretation
- Remote team coordination and management
- Structured communication across technical and non-technical stakeholders
Abigaile
Summary Of Experience
Experienced in data analysis, business intelligence, and technical support, with a strong foundation in customer service and team leadership. Skilled in collecting, cleaning, and analyzing large datasets to extract actionable business insights, maintain data accuracy, and support strategic planning. Proficient in managing databases and developing dashboards to track KPIs and inform decision-making.
Supported national POS systems, delivering on-site training, managing software migrations, and troubleshooting. Developed automated Excel tools for pricing across Genesis, Arch Enterprise, and IQ Retail platforms.
Background in IT support, inventory and financial management, and customer-facing roles. Coordinated appointments, managed invoicing, and led staff training and payroll. Proven ability to thrive in high-pressure environments, lead teams, resolve conflicts, and consistently deliver results across technical and operational domains.
Qualifications
- My highest qualification is my matric (Grade 12),
- Introduction to Service Management with ITIL 4 - Udemy,
- The ULTIMATE ITIL 4 Foundations Certification Course - Udemy
Skills
- POS System Support & Automation,
- IT & Technical Support,
- Customer Service & Communication,
- Training & Development,
- Problem-Solving & Strategic Thinking,
- Ticketing Systems,
- Microsoft Office 365
Become a client to go beyond the preview. We deliver full profiles of qualified experts tailored to your open roles.
MSP Growth Stories
Scaling an MSP is not just about adding people. It is about finding the right people, building the right structure, and keeping service standards high as demand increases. These stories show how Support Adventure helps MSPs do exactly that.
How CMIT Found Better Techs Faster
Atlanta, GA, USA
Frustrated with job boards, LinkedIn, recruiters and other agencies, an Atlanta MSP’s staffing struggle ended when they found Support Adventure.
While filling key roles, Support Adventure also helped them revolutionize their hiring process, upping their game on SOPs, role documentation and cultural fit. Their staffing never looked the same.
“Support Adventure checked all those boxes for us. The one unique thing about when we went through the onboarding and the actual interview process with Support Adventure that we loved was Support Adventure was requiring us to provide documentation processes, escalation processes, training regimen, onboarding process for new employees.”
Doug, President of CMIT Solutions, Atlanta Southern Crescent
How a 220-Person MSP Hires Top Techs
Nationwide, usa
As a growing 220-person remote MSP, TechMD needed a partner that understood their scale and culture, and found it with Support Adventure’s global team of technical talent.
The talent stood out, ranking in the top 5-10% of TechMD’s staff and integrating so well they now help lead and delight clients alongside their US-based colleagues.
“There are a couple Support Adventure team members who technically are among our top probably 5-10% of all of our technicians and really help lead the way for other members here at TechMD.”
“Not only did you guys deliver, but you also exceeded some of our expectations with some of the employees that we had from a technical level… they’ve even gotten promotions within our company and really became part of our team.”
Jim & Michael, Chief People Officer and President of Strategic Services
Five hires helps founder step back
London, UK
A London MSP with 18 staff hired five South African contractors through Support Adventure. Enthusiastic and skilled, they outshone local hires and agencies, integrating fast.
Their work transformed the help desk into an efficient dispatch hub, letting the founder step away from the daily grind.
“The pool of candidates available to us and the quality of candidates available to us were way better than the general masses. I would say Support Adventure way outperforms either us using a recruitment agent or us trying to do it ourselves.”
“Support Adventure is very focused on MSPs… so we’ve been able to actually not just get an engineer that deals with day-to-day tickets but actually get somebody who understands how MSPs work… there’s just no way at all that I could go out and recruit for that in the UK.”
“One of the words he used for it was that it would be ‘transformational’ in the way that we worked… and to his credit and to their credit it was transformation… we run such a good help desk now and such a tight ship.
Ben, MSP Owner
4 Techs, 4 Time Zones: 24/7 MSP Success
Nationwide, usa
This Portland MSP hired 4 skilled technicians from Support Adventure, based in Poland, South Africa, Panama, and Brazil. Their diverse expertise and unique perspectives powered a seamless 24/7 ‘follow-the-sun’ model, delighting clients with rapid, effective resolutions.
Plus, Support Adventure’s exceptional HR support made the hiring process a breeze.
“One of the greatest things from my perspective is, honestly, I often forget that Support Adventure exists… we get all the benefits and bonuses of having full-time staff without any of the challenges of dealing with the payroll and the HR side.
If you need dedicated staff, if you need a team that is going to work with your clients the way you want them to work with your clients… that’s what you’re going to find when working with Support Adventure staff; they provide that level of expertise at a fraction of the cost.
Despite being from all over the world… they bring a huge mix of energy that we weren’t able to find here in the U.S. and a passion for getting the work done.
Ernest Murry, Genuine Technology Group
No sales pressure—just clarity on whether a remote dispatcher/service desk coordinator makes sense for your helpdesk.
(And How It Will Transform Your Helpdesk!)
Watch: Why South Africa Is the Top Outsourcing Destination for MSPs
Frequently Asked Questions
We’ve answered the most common questions MSPs ask about remote , onboarding, tooling, and performance guarantees.
What does the trial involve?
Your coordinator will be trained on your helpdesk structure and do a live trial handling scheduling, queue checks, client updates and SLA monitoring, settling to the role long term if they are the right match.
Do coordinators work inside our PSA?
Yes – they work directly inside your PSA (ConnectWise/Autotask/Halo) following your dispatch rules and workflows.
How do escalations work?
Coordinators follow your escalation matrix, document every step and notify the correct team members on time. If you need help structuring an optimal escalation policy, we can consult on optimal structure based on our experience with what works having implemented such structures with dozens of clients.
Can we require specific industry experience?
Yes – we capture specific experience during discovery.
Will they manage after-hours updates?
Yes – if needed, we can set up early/late shifts or handoff routines for time-sensitive tickets with follow-the-sun service models we can help you implement through consultation.
Do you offer replacements if the fit isn’t right?
Yes – remediation or replacement can be organized in line with your agreement as you choose the next candidate who will trial on your helpdesk.
How quickly can they start?
After completing our process for becoming a client, we can typically help you select candidates and arrange interviews within a few days. If you require highly specialized experience or less frequently staffed time zones, it could take more time. The entire process can take 2-6 weeks.
If you have a more specific scenario, we’re happy to walk you through it.
Resources & knowledge hub links
Explore best-practice guides for outsourced IT support, documentation, SLAs, and helpdesk operations – built specifically for MSPs.
These resources help both new and established MSPs strengthen operational processes and support their teams more consistently.