Jobs at Netrio (Now Hiring) — 4 open

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