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AI Summary
The Service Coordinator manages the IT service desk queue by triaging, prioritizing, and assigning incoming support tickets to engineers. They ensure accurate data hygiene, maintain proactive client communication, and provide the Service Manager with visibility into queue health and scheduling risks.
SUMMARY
The Service Coordinator is the operational hub of the Company’s IT service desk. This role receives, evaluates, and prioritizes incoming IT support and project requests, then assigns and schedules the right engineers to deliver them. The coordinator keeps the ConnectWise Manage queue accurate, current, and moving, maintains proactive client communication throughout the life of each ticket, and gives the Service Manager clear visibility into queue health, scheduling risk, and escalations. The position has frequent contact with clients, engineers, leadership, and vendors, and is central to consistent, high-quality service delivery.
JOB RESPONSIBILITIES
- Triage, prioritize, and assign incoming service and project tickets in ConnectWise Manage based on urgency, impact, and engineer capacity.
- Manage daily engineer schedules, balancing firm commitments, emergencies, and project time so work keeps moving forward.
- Maintain ticket hygiene and data quality across the board so every ticket is clear, correctly categorized, and actionable.
- Keep clients informed with timely, professional updates that match the priority of their issue.
- Monitor open tickets for stalls, past-due dates, and time-on-ticket thresholds, and escalate per protocol.
- Give the Service Manager operational visibility through accurate queue data and basic reporting.
- The Service Coordinator handles service and project tickets in the same operational manner for scheduling, assignment, follow-up, and escalation. This role does not own project scope, timelines, budgets, or outcomes, which remain with the Service Manager or designated Project Owner.
QUALIFICATIONS
- Three or more years of customer service experience, ideally in a technology or service-desk environment.
- Working familiarity with current business hardware, software, and mobile devices.
- Proficiency with core business software such as email, calendaring, and ticketing or CRM tools.
- Strong written and verbal communication, with the ability to write clear, client-ready updates.
- Ability to multitask, prioritize, and make sound decisions in a fast-paced, changing environment.
- Comfort learning and working within a PSA or ticketing platform; ConnectWise Manage preferred.
- Highly organized and detail-oriented, with a strong bias toward follow-through.
JOB REQUIREMENTS
- Should be willing to accept a long-term work-from-home arrangement.
- Should be amenable to a permanent night shift schedule.
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