Service Coordinator

SUMMARY

JOB RESPONSIBILITIES

Service desk and customer communication

• Act as the first point of contact for customers across all service requests (phone, email, portal, chat), ensuring every request becomes a clean, well‑documented ticket.
  
• Communicate with customers regarding incidents, status updates, planned changes, and approved outages, setting clear expectations and timelines.
  
• Track service ticket progress, escalate issues as needed, and conduct follow‑ups to confirm resolution and client satisfaction.
  
• Handle customer complaints, perform satisfaction checks, and manage ongoing service communications in coordination with the Service Desk Manager/CSM.
  

Resource scheduling and operational coordination

• Schedule and coordinate internal, field, and on‑call engineering resources via the ticketing/PSA system, aligning work with skills, priorities, and availability.
  
• Monitor resource schedules and ensure timely, accurate time entry against all service requests.
  
• Coordinate with internal support teams to optimize utilization of billable and non‑billable resources and protect SLA commitments.
  
• Manage after‑hours engineering and support on‑call rosters according to documented procedures.
  

Ticket flow, board health, and process enforcement

• Own the health of the service board: maintain appropriate ticket distribution, watch aging tickets, and drive action on items at risk of breaching SLAs.
  
• Audit tickets for correct categorization, priority, status, and documentation; push back on “bad” tickets and ensure standards are followed.
  
• Ensure technicians follow help desk processes (notes, time entries, resolution codes, use of KBs) and flag patterns or gaps to the Service Desk Manager.
  

Collaboration and reporting

• Work closely with Service Desk technicians, field engineers, and leadership to plan daily work and address capacity constraints.
  
• Escalate systemic issues, recurring incidents, and process blockers to the Service Desk Manager/Operations for improvement.
  
• Assist with simple, recurring reports on ticket volumes, SLA performance, aging, and resource utilization for service and operations reviews.
  

QUALIFICATIONS

• At least 3+ years of experience as a Service Desk Coordinator, Dispatcher, or similar customer support/service delivery role in an IT environment.
  
• Expertise in ticket auditing, resource allocation, client complaint handling, and workload dispatch and management.
  
• Proven experience monitoring engineer schedules and ensuring prompt, accurate time entry on service requests.
  
• Familiarity with IT ticketing/PSA tools preferred (for example, Autotask, ConnectWise, or similar).
  
• Excellent written and verbal communication skills, able to convey technical information clearly to non-technical customers.
  
• Experience in a Managed Service Provider (MSP) environment is a strong advantage.
  
• Strong problem solving and decision-making skills, comfortable enforcing processes and priorities.
  

JOB REQUIREMENTS

• Should be willing to accept a long-term work-from-home arrangement.
  
• Should be amenable to a permanent night shift schedule.