Service Coordinator

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• 401(k) matching
• Opportunity for advancement
• Training & development
• Wellness resources

The Backbone of Seamless Service Delivery

As a Service Coordinator, you are at the heart of our operations—ensuring seamless service delivery and proactive support for both our clients and technical teams. You will manage incoming service requests, coordinate project and dispatch activities, oversee inventory, and provide comprehensive administrative support. In this role, you will uphold our commitment to integrity, deliver clear and effective communication, and ensure that expectations are managed and met at every level.

• Service Request Coordination & Dispatch
  • Ticket & Request Management:
    Monitor, triage, and process incoming service requests via email, our ticketing system (e.g., Autotask), and collaboration platforms (e.g., MS Teams).
  • Ensure every request is logged, updated, and assigned a work ticket with consistent formatting and accurate details.
  • Resource Dispatch:
    Schedule and dispatch technical resources (remotely or onsite) based on SLA requirements and project needs.
  • Collaborate closely with field technicians, providing them with essential job details, schedules, and any required materials.
• Client & Stakeholder Communication
  • Client Liaison:
    Serve as the primary point of contact for clients, offering timely status updates and clear explanations of service processes.
  • Interdepartmental
    
    Collaboration:
    
    Maintain open lines of communication with management, technical teams, and inventory staff to ensure transparency and aligned expectations.
  • Data Integrity:
    Regularly review and update client records, ticket data, and scheduling information to maintain an accurate and reliable service history.
• Administrative & Office Support
  • General Administration:
    Manage calendars, schedule appointments, and organize office documents and communications.
  • Office Logistics:
    Oversee general office supply management, including tracking orders and distributing incoming mail and packages.
  • Travel & Meetings:
    Arrange travel plans and coordinate meeting schedules for top management and project teams.
• Project Liaison
  • Project Support:
    Assist Sales Engineers, Lead Technicians, and Project Coordinators with project implementation by preparing detailed schedules, resource plans, and status reports.
• Inventory & Materials Management
  • Supply Chain Oversight:
    Manage the ordering, receiving, and tracking of tools, equipment, and other materials needed for service delivery.
  • Create and manage purchase orders, ensuring inventory levels meet operational demands.
  • Quality Control & RMA:
    Process returns and manage RMAs, coordinating with technical teams to ensure defective items are handled promptly.
  • Asset Coordination:
    Oversee the allocation and issuance of essential equipment to technical resources.
• Billing & Reporting Support
  • Ticket Review:
    Conduct thorough reviews of completed service tickets to ensure accuracy in work types, time entries, and material charges.
  • Data Reporting:
    Assist in preparing billing reviews and operational reports, supporting the continuous improvement of our service processes.
• Continuous Improvement
  • Process Enhancement:
    Identify opportunities for process improvements and assist in implementing new procedures that enhance service delivery.
  • Feedback & Analysis:
    Provide insights on operational challenges and successes, contributing to a culture of learning and excellence.

• Experience: Proven track record as a Service Coordinator, Operations/Dispatch Coordinator, or in a similar role within an MSP or IT environment.
• Typing: Type at least 45 wpm - a typing test will be administered prior to an offer.
• Technical Aptitude: Solid understanding of IT environments and service management software (e.g., Autotask).
• Organizational
  
  Skills:
  
  Exceptional ability to multitask, manage priorities, and maintain detailed records.
• Communication: Excellent interpersonal skills with a demonstrated ability to communicate clearly with clients, technical staff, and management.
• Administrative Proficiency: Skilled in standard office software and adept at managing calendars, documents, and data.
• Inventory Management: Experience with ordering, tracking, and managing supplies and equipment.
• Personal Attributes: High integrity, proactive problem-solving, adaptability, and a commitment to managing expectations effectively.
• Ability to work in a supportive team environment.