Service Delivery Coordinator (SDC)

Job Description

Location: Columbus, OH/hybrid
Regular

Hours:

40, M-F 8 AM to 5 PM ET
Pay Range: $24.00 to $27.00 hourly
Full or Part Time: Full-time
Exempt or Non-Exempt: Non-Exempt
PTO Classification: H1

About Us

At Astute Technology Management
, we're more than just an IT services provider - we're a team of passionate professionals committed to helping small and mid-sized businesses thrive. Based in Central Ohio and growing across the Eastern U.S., we deliver smart, reliable IT solutions - from cybersecurity and network management to outsourced support. Our clients count on us because we're responsive, resourceful, and genuinely invested in their success.

Position Overview

As a Service Delivery Coordinator
, you'll be the first point of contact for our clients, ensuring every service request is handled with care and efficiency. You'll manage ticket flow, schedule service calls, and keep our team and clients informed. If you love fast-paced work, enjoy helping others, and thrive on keeping things organized, this role is for you.

Key Responsibilities

• Respond to inbound calls, gather client information, and create new service tickets.
• Triage and assign tickets to technicians based on priority and skill level, ensuring balanced workloads and quick resolutions.
• Schedule and oversee all service calls, recurring tasks, and ensure completion to meet client expectations and service level agreements.
• Communicate proactively with clients about ticket progress, changes, or outages-always advocating for the client's needs.
• Maintain accurate billing and update client/site/contact info in Autotask.
• Monitor service boards and metrics, intervene on overdue or high-variance tickets, and push for timely resolutions.
• Escalate service delivery issues to the Service Manager when needed.
• Keep procedure documentation up to date and contribute to continuous improvement.

Qualifications

• Basic computer and operating system knowledge.
• Strong communication, active listening, and customer care skills.
• Ability to multi-task, adapt quickly, and work well in a team.
• Technical awareness to match resources to issues appropriately.
• Service awareness of key IT offerings.
• Quick and accurate typing for ticket entry.
• Self-motivation and attention to detail.
• Legal authorization to work in the United States
• Employment is contingent upon successful completion of a background check

Benefits

• 100% paid employee health care premium
• 100% paid employee AD&D, STD, and LTD premiums
• 401(k) or Roth with 4% company match (fully vested on eligibility after 90 days)
• Low-cost dental and vision coverage
• Financial assistance for ongoing professional development and training
• Monthly mobile phone allowance
• 15 days PTO annually (accrued) and Flex Time
• 6 paid holidays

Working Conditions

• Hybrid role requiring regular office presence. Hybrid priveleges available after 90 days of employment.
• Sitting for extended periods of time
• Dexterity of hands and fingers to operate a computer equipment, and similar tools

Why Astute?

We're committed to your growth and well-being. You'll join a team that values your expertise, encourages learning, and celebrates success. If you're ready to make a difference for our clients and your colleagues, we'd love to meet you.