Service Coordinator

About Us

Exchange Technology Services is a leading IT consulting company in Winnipeg and part of the Exchange Income Corporation's family of companies. We provide a wide range of services, including Managed IT, Project Management, Business Intelligence, Cyber Security, Digital Transformation, Training Services, Installation Services, and Telecommunications across Canada and the US.

If you are looking for a fast‑paced career, serving enterprise customers and managing diverse IT projects, we invite you to join us.

Our work environment is dynamic, filled with learning opportunities, exciting and challenging projects, and a chance to make a positive impact on clients’ businesses. We value teamwork, fun, and achieving amazing results together.

Reporting to the Service Desk Manager, the Service Coordinator is a key member of our IT operations team, responsible for managing ticket workflows, scheduling technicians, and ensuring compliance with Service Level Agreements (SLAs). This role acts as the central point for ticket dispatching, escalations, queue management, and staff training, driving productivity and enhancing customer satisfaction. The Service Coordinator also plays a vital part in onboarding new clients and technicians, maintaining operational standards, and optimizing the use of service‑management tools such as Connect Wise.

• Ticket Dispatching:
  Assign incoming tickets to appropriate technicians based on expertise, availability, and urgency.
• Scheduling:
  Manage and coordinate technician schedules to maximize resource utilization and minimize downtime.
• Escalations:
  Monitor ticket queues and elevate critical or unresolved incidents to senior staff or management as needed.
• SLA Compliance:
  Track and enforce adherence to SLAs, proactively identifying risks to timely resolution and implementing corrective actions.
• Queue Management:
  Oversee ticket queues to balance workloads, prioritize urgent issues, and prevent backlog accumulation.
• Stale Ticket Review:
  Regularly audit ticket queues for aging or neglected tickets, initiating follow‑ups or reassignment as needed.
• Training & Onboarding:
  Support onboarding of new technicians.
• Client Onboarding Consult:
  Ensuring the Service Desk group is promptly informed of new client onboardings by sharing relevant details about the new customer, such as key contacts, service requirements, and any unique support needs. Additionally, provide hands‑on assistance and guidance to Service Desk staff during the initial days of supporting new clients to facilitate a smooth transition and maintain high service quality.
• Service Desk Staff Training:
  Deliver ongoing training sessions for Service Desk staff covering:
  • SLA Awareness and Management:
    Educate staff on the importance of SLAs, how to monitor compliance, and the impact of timely ticket resolution.
  • Ticket Priority Management:
    Train staff to accurately assign and manage ticket priorities, ensuring urgent issues are addressed promptly and resources are allocated efficiently.
  • Connect Wise Navigation:
    Provide hands‑on instruction in using the Connect Wise platform, including ticket creation, updates, searching, and reporting functions.
  • Ticket Management Best Practices:
    Share proven techniques for ticket documentation, communication, follow‑up, and closure to maintain quality service and prevent ticket stagnation.
• Ticket Workflow Monitoring:
  Oversee the end‑to‑end ticket workflow by tracking system notifications and required approvals, ensuring all tickets move efficiently through each stage without unnecessary delays.
• Additional responsibilities as assigned.

• Experience
  • Experience in IT service management or similar role.
  • Familiarity with ticketing systems (Connect Wise preferred).
  • Previous experience with MS Office applications, Office 365, SharePoint/One Drive, Microsoft Azure, and Microsoft Exchange required.
  • Previous experience with Active Directory, Domain Services, and Windows Operating Systems (Consumer/Server) required.
  • Previous experience in a Customer Service or Helpdesk Environment is preferred.
• Education
  • Bachelor’s degree or College diploma in Information Technology, Computer Science,…