Service Coordinator - WFH

As a Service Coordinator, you will act as the primary point of contact between the Principal Consultants, clients, and

support staff and ensures that all team members are aware of their responsibilities and that tasks

are completed on time

Company Profile:

Our client is a US-based company and is a trusted IT partner, helping US-based small and medium-sized enterprises thrive since 1995. They specialize in delivering comprehensive managed IT solutions, freeing clients from IT burdens and empowering them to focus on core business objectives. Their dedicated team provides proactive support, innovative strategies, and customized solutions to drive growth and success.

As the company grows, they are looking for a Service Coordinator to act as the primary point of contact between the Principal Consultants, clients, and

support staff.

This career opportunity is perfect for those who aim to join a team committed to fostering strong relationships, high accountability, and collaborative teamwork

Duties and Responsibilities:

• Serves as first point of contact for help desk calls and service requests
• Ensure service standards and policies are being used on each ticket
• Thinks critically about assigning inbound tickets to the best team or person for that issue
• Proactively communicates with team members and clients to steer issues toward resolution
• Documents all customer communication in ticketing system with a high level of accuracy and detail
• Reviews service boards consistently throughout the day to ensure tickets are resolved in a timely manner
• Reviews tickets from the previous day to check for errors or missed information
• Works closely with the Service Manager and Escalation Team to ensure tickets are being assigned properly, handling special situations and escalating issues when appropriate
• Ensures that orders are ready and staged for upcoming installs
• Quality of Service monitoring to ensure client satisfaction and identify training opportunities for support team members
• Recognizes trends and reoccurring issues, report findings to team members to help avoid “band-aid” fixes or redundant troubleshooting
• Daily review of boards to ensure all tickets are investigated and resolved, guaranteeing that ongoing communication is provided to clients as necessary

Requirements

Must-have Skills / Qualification:

• Associate degree in a related field, or equivalent relevant experience
• 1-3 years of experience in a Service Coordinator, Scheduling/Dispatch, Customer Service, Help Desk, Incident Management, or similar role
• Experience with ticket management or service management systems, such as ConnectWise, ServiceNow, or similar platforms.
• Strong ticket and workflow management skills, including tracking requests from initial intake through resolution and ensuring timely updates and follow-ups
• Experience with scheduling and dispatch, including managing calendars, booking appointments, routing resources, and adjusting schedules when priorities or emergencies change
• Excellent customer service and client communication skills, with the ability to confidently handle frequent phone calls and email correspondence
• Strong spoken and written English, with the ability to listen, understand, process, and respond to client information accurately and efficiently in real time
• Ability to gather accurate information, ask probing questions, identify client needs, and provide appropriate initial troubleshooting or route issues to the correct resource
• Demonstrated ability to multitask, prioritize competing requests, and work effectively in a fast-paced environment
• Ability to coordinate and communicate effectively across clients, engineers, management, billing, procurement, and other internal teams
• Strong organizational skills and acute attention to detail, particularly when maintaining tickets, service records, and technician notes
• Ability to proactively anticipate needs, follow up on outstanding items, and ensure issues do not fall through the cracks
• Proficiency with general and specialized software, with the ability to quickly learn new systems and platforms

Nice-to-have / Advantageous Skills:

• A+ certification or equivalent technical knowledge
• Previous experience working in an MSP/IT environment
• Familiarity with technology concepts and IT service management processes
• Previous administrative, help Desk or technical support experience
• Experience auditing technician/service notes and ensuring documentation is complete and accurate
• Experience coordinating or delegating work to engineers, technicians, or other technical resources
• Leadership or team coordination experience