THE ROLE

Own ticket coordination and queue oversight to ensure work is moving, prioritized correctly, and handled to standard. You act as a central control point across the service desk, driving ticket progress, enforcing process, and ensuring high-priority issues receive immediate attention.

This is an execution-focused role in a fast-paced, high-volume environment. Success requires being direct, persistent, and comfortable pushing for action across teams.

KEY RESPONSIBILITIES

QUEUE & WORKFLOW MANAGEMENT

·       Monitor ticket queues and enforce correct prioritization and routing

·       Identify stalled, aging, or unassigned tickets and take immediate action

·       Drive next steps to keep work moving without delays

TICKET OVERSIGHT & QUALITY CONTROL

·       Review active tickets for completeness, accuracy, and progress

·       Enforce ticket hygiene standards (updates, notes, resolution detail)

·       Correct poor ticket handling and ensure consistency

ESCALATION & PRIORITY MANAGEMENT

·       Identify and drive visibility for high-priority, major incident, and VIP issues

·       Escalate when response or progress is not acceptable

·       Follow through until action is taken and issues are moving

ITIL PROCESS ENFORCEMENT

·       Ensure adherence to ITIL practices: incident, request, and change management

·       Validate ticket classification, prioritization, and lifecycle handling

·       Support change management processes (documentation, approvals, communication)

·       Reinforce procedures and escalation paths

OPERATIONAL CONTROL

·       Review dashboards and reports to identify risks or SLA exposure

·       Direct focus to areas requiring attention

·       Perform quality and health checks across active work

DOCUMENTATION & KNOWLEDGE

·       Maintain and update process documentation and knowledge base content

·       Ensure documentation reflects current standards and procedures

COMMUNICATION & COORDINATION

·       Coordinate across engineers, teams, and managers to move work forward

·       Communicate clearly on status, blockers, and risks

·       Hold teams accountable for updates and execution

WHAT WE’RE LOOKING FOR

·       Experience in IT support, service coordination, or MSP environments

·       Strong understanding of ITIL principles (incident, request, change management)

·       Proven ability to push for action and hold others accountable

·       Highly organized with strong follow-up and attention to detail

·       Comfortable in fast-paced, ticket-driven environments

·       Clear, direct communicator who does not wait for issues to resolve

·       Able to identify gaps, escalate early, and stay focused until resolution

ROLE FOCUS

·       Owns coordination, prioritization, and process enforcement—not technical resolution

·       Acts as the control function for ticket flow and service quality

·       Works closely with Service Desk engineers and leadership to drive execution

At Netrio, our people are at the heart of everything we do. Guided by our core values—Empathy, Partnership, Integrity, Accountability, and Innovation—we foster a culture where collaboration and trust drive real impact. We believe in listening first, delivering on our promises, and pushing the boundaries of what’s possible with technology. If you’re passionate about making a difference and want to be part of a team that grows together and leads with purpose, we invite you to explore our open opportunities and join us on our mission.