IT Service Coordinator

Second Son Consulting, Inc. has an opening for a Service Coordinator supporting our focus in Apple-centric SMB environments. This is a long-term career opportunity for an experienced, intelligent, self-motivated, and customer service-oriented person who loves being involved in logistics and the operations side of business and has some curiosity about technology in general. Due to the nature of the role, this position is hybrid, working primarily in our Los Angeles area office, allowing for work-from-home 1 to 2 days per week, after training is completed. As part of our team, you'll be a key point of contact with our clients - triaging service requests, monitoring response times, and helping our engineers stay focused on what they do best. You’ll work across multiple systems, keep a close eye on service metrics and logistics, and spot small issues before they turn into big ones. You'll also drive things like device shipping and receiving, weekly system reviews, and participate in operational audits that help keep everything running smoothly. This is a hands-on non-technical role that blends communication, logistics, and judgment. You’ll be tracking real-time requests, shifting priorities, and helping translate client needs into actionable next steps. It’s part dispatch, part coordination, and part pattern recognition - with a healthy dose of people skills thrown in. You’ll translate real-world client requests into clear, actionable service tickets. That means reading between the lines of vague problem reports (like “my printer crashed”), asking smart follow-up questions, and capturing what’s really needed - without guessing at the fix. It’s a role for someone who thrives on motion, pattern recognition, and connecting dots - not chaos. The pace is active, but not panicked, and there’s always a team behind you. Ensure client satisfaction and develop client relationships through personalized interactions, consistent follow-up, and stellar communication. Pre-process service requests through phone, email, manual entry, or direct customer input, with the support of the Help Desk team. Track our SLA obligations and ensure we meet our SLA goals. Own the logistics of hardware shipping and receiving at our office and with remote clients. Become the subject-matter-expert (SME) of our dispatch processes and the service side of our ticketing system. Use our dashboard and reporting tools to prioritize and track service requests daily. Review client and company needs with Operations team weekly. Have the opportunity to learn new things on a daily basis, and cross-train with our engineers and leadership team. Learn to recognize support needs and trends, and work with our Operations Team to address the specific needs of the teams and environments we support.