MSP Support Desk TriageTraining

Job Description: Support Control Specialist

Department: Service Delivery / 24/7 Support Operations

Role Summary

We are looking for a highly organized and technically astute Support Control Specialist to act as the Air Traffic Controller for our 24/7 Managed Services operation.

In this pivotal role you will not just watch tickets; you will drive the velocity and quality of our entire support ecosystem. You will serve as the bridge between our Tier 1 (Frontline) and Tier 2 (Escalation) teams ensuring that every ticket is moving efficiently and that no client request stagnates. Your primary mission is to reduce friction: ensuring Tier 1 has the resources to solve more tickets and protecting Tier 2 from invalid or premature escalations.

Key Responsibilities

1. Operational Traffic Control (The Now)

• Real-Time Queue Management: Monitor all service boards (Tier 1 Tier 2 Tier 3) to ensure tickets are assigned acknowledged and progressing within SLA targets.
• Stall Prevention: Proactively identify and intervene on stale tickets (tickets with no updates for >4 hours) to ensure the client is updated and the technical blockage is removed.
• Urgency Enforcement: Verify that ticket priority matches the business impact adjusting severity levels as needed to reflect true urgency.

2. Escalation Quality Assurance (The Filter)

• The Gatekeeper: Review incoming escalations from Tier 1 to Tier 2. You have the authority to kick back tickets to Tier 1 if the mandatory troubleshooting steps (The Escalation Checklist) or documentation are missing.
• Validation: Ensure that every escalation contains a clear problem statement reproduction steps and a record of attempted fixes.
• Warm Handoffs: Oversee the transition of critical issues between shifts or tiers to ensure no information is lost.

3. Continuous Improvement & Coaching (The Future)

• Root Cause Analysis: Analyze closed tickets to identify why they were escalated. Categorize them into:
  • Knowledge Gap (Agent needs training)
  • Documentation Gap (KB article missing)
  • Access Gap (Permissions missing)
• Micro-Coaching: Provide direct constructive feedback to agents who miss standard operating procedures. (e.g. Agent X please review KB-101 for password resets before escalating next time.)
• Content Creation: assist in creating or updating Knowledge Base (KB) articles based on the trends you observe ensuring Tier 1 is better equipped for the next similar issue.

What Success Looks Like

• Reduced False Escalations: A measurable decrease in tickets sent to Tier 2 that could have been resolved by Tier 1.
• Increased Ticket Velocity: A reduction in the average age of open tickets.
• Documentation Growth: A consistent increase in the number of accurate usable KB articles available to the team.

Qualifications

• MSP Experience: 3 years of experience in an MSP environment (Service Desk or Dispatch role preferred).
• Technical Aptitude: Must have enough technical knowledge (M365 Active Directory basic networking) to distinguish between a real technical roadblock and a lack of effort.
• Process-Driven: You love checklists workflows and organized data. You see a messy board and feel the urge to clean it up.
• Communication: Ability to give firm feedback to technicians without being abrasive. You are a coach not just a critic.
• Cool Under Pressure: Ability to manage high volumes of information and prioritize instantly during an outage or high-volume event.

Why This Role Matters

You are the heartbeat of our operation. By ensuring the right ticket gets to the right person at the right time with the right information you are directly impacting client satisfaction and technician burnout. You are the architect of a smoother faster and smarter 24/7 support team.

Required Experience:

Senior IC