TRIAGE COORDINATOR at QUANTUM SERVICES GROUP LLC – AUBURN HILLS, Michigan

Status: Full-Time
Location: In-Office, Auburn Hills, MI
Reports To: Director of Operations

Summary
The Triage Coordinator plays a key role in keeping our helpdesk running smoothly. Rather than troubleshooting technical issues or working directly with clients, this position focuses on monitoring our ticketing system (HaloPSA) to ensure tickets are moving, properly assigned, and handled on time.

• Continuously monitor the helpdesk ticket board throughout your shift
• Identify tickets that havent been updated and flag them for follow-up
• Watch for tickets approaching or missing SLA deadlines and alert the team early
• Review new tickets for proper categorization, priority, and assignment
• Identify missing details such as time entries, notes, or unclear scope
• Assist with new hire training

• Notify technicians via Microsoft Teams when action is needed
• Escalate issues to supervisors when tickets are at risk or unaddressed
• Highlight workload imbalances across the team
• Stay aware of technician schedules and availability to support routing decisions

• Monitor for resolved tickets that still need to be formally closed
• Flag incomplete tickets (missing time, notes, or billing clarity) before they move forward
• Notify billing or supervisors when tickets are ready for review
• Track daily closure activity for reporting purposes

• Maintain a real-time view of SLA performance across all tickets
• Assist with SLA reporting and flag recurring issues or patterns
• Document SLA misses with brief, clear notes for leadership review

• Provide a daily summary of helpdesk activity (open tickets, risks, closures, billing status)
• Log all alerts and escalations for visibility and accountability
• Surface trends or recurring issues to leadership

Qualification Requirements

• Strong organizational skills and attention to detail
• Clear and professional written communication
• Ability to manage multiple tasks and shifting priorities
• Comfortable working in a fast-paced environment
• Ability to communicate urgency in a calm, clear manner
• Willingness and ability to learn a ticketing system (HaloPSA or similar)

• Experience in dispatching, coordination, or operations support roles
• Familiarity with PSA/ticketing systems (HaloPSA, ConnectWise, Autotask, etc.)
• Understanding of service level agreements (SLAs)
• Experience using Microsoft Teams

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk or hear. The employee regularly is required to stand, walk, sit, use hands to handle or feel objects, tools, or controls; and reach with hands and arms. Specific vision abilities required include close vision and the ability to adjust focus.