The queue needs an
owner, not another engineer
Most MSPs don't have a ticket backlog problem. They have a dispatch problem — work sitting unassigned, the wrong engineer on the wrong job, SLA clocks running out in silence. A coordinator fixes that for a fraction of what another technician costs.
1 named
Dedicated person, in your standups, learning your clients
8 hrs
Full-time cover aligned to your business day, wherever you are
Queue
Owned end to end — triage, assignment, chase, close
< 1/2
Typical cost against a local dispatcher on your payroll
What a coordinator does
that nobody currently owns
In most MSPs under forty people, dispatch is done by whichever senior engineer notices.
That's the most expensive possible way to allocate work, and it's the first thing dropped when the day gets busy.
.svg)
Triage and prioritisation
Every inbound ticket read, categorised, priority set against your matrix, duplicates merged, and missing information chased from the user before an engineer opens it.
.svg)
Assignment and scheduling
Work matched to the right skill level and the right availability, site visits scheduled around travel, and engineer utilisation balanced instead of everything landing on your best person.
.svg)
SLA watch
Clocks monitored all day, at-risk tickets flagged before they breach rather than reported after, and breaches explained with a cause rather than a shrug.
.svg)
Client communication
Acknowledgements, status updates and "we haven't forgotten you" notes sent on schedule. Most CSAT complaints are about silence, not about resolution time.
.svg)
Ticket hygiene
Time entries chased, resolution notes checked for substance, stale tickets closed or revived, and categories kept clean so your reporting means something.
.svg)
Reporting your account team can use
Daily board summary, weekly SLA and volume trend, monthly per-client pack — the inputs your vCIOs need for a QBR and currently assemble by hand the night before.
Hour by hour
Shown against a US Eastern business day. The shift is aligned to your working hours wherever you operate.
7:45 AM
Board review before the team logs in
Overnight tickets read and triaged, anything urgent surfaced, the day's scheduled work confirmed against engineer availability and leave.
8:30 AM
Standup
Attends your morning call, presents the board, flags at-risk SLAs and collision points, takes the day's priorities from your service manager.
9 AM – 12 PM
Live dispatch
New tickets triaged within minutes of arrival, assigned and acknowledged. Users chased for missing detail. Escalations routed without an engineer having to notice them.
12:30 PM
Midday sweep
SLA clocks reviewed, stalled tickets nudged, afternoon site visits confirmed with clients, tomorrow's schedule provisionally built.
1 – 4 PM
Dispatch, plus the follow-up nobody does
Waiting-on-customer tickets chased, third-party vendor cases followed up, warranty and RMA status tracked, parts arrival confirmed.
4:30 PM
Close-out and handover
Time entries chased, day summary posted, unresolved items carried forward with context, and the board handed to your after-hours desk if you run one.
Embedded, not outsourced
This role only works if the person is genuinely part of your team. That's how we staff it — one named coordinator per client, with a trained backup who covers leave and knows the account.
How they work
Your PSA, your boards, your categories
In your Teams or Slack all day
On your standup and service reviews
Under your email signature and brand
What you provide
PSA access and a named account
Your priority and escalation matrix
Client list with tiers and SLAs
Two weeks of shadowing at the start
Continuity
One named primary, one trained backup
Documented handover on every absence
Monthly performance review with you
No rotating pool of strangers
Questions we get asked first
Is this a technical role?
Technically literate, not an engineer. Coordinators hold a working understanding of Microsoft 365, networking basics and common endpoint issues — enough to triage accurately and ask the right follow-up question — but they dispatch rather than resolve.
How long before they're useful?
Contributing in week two, running the board unsupervised by week four to six. The first fortnight is shadowing your current dispatcher and learning your client base.
What happens when they're on leave?
The named backup steps in. They sit in the same standups occasionally through the year specifically so cover isn't a cold start, and a written handover goes across before any planned absence.
Can one coordinator handle our volume?
One typically supports a desk of eight to fifteen engineers depending on ticket volume and client count. Above that we'd propose a second, or a coordinator plus a part-time scheduler.
Pairs with
Helpdesk Support
Engineers behind the queue the coordinator runs.
After-Hours Support
A desk to hand the board to at 5pm.
NOC Monitoring
Alert-generated tickets arriving pre-triaged.
Automation & AI
Triage and routing models trained on your own history.
Inputiv
Expert helpdesk & project support for MSPs across the US and Australia. SOC 2 Type 2 certified.
SOC 2 Type 2
✓
Security · Confidentiality · Availibility
Certified · Accorp Partners CPA LLC · Oct 2025