ITSM Coordinator

ABACUS•Remote in US, IN

14h

About The Position

The ITSM Coordinator ensures the smooth handling of service tickets through triage, onsite and other dispatch coordination, and monitoring multiple boards to maintain ticket flow. The role requires attention to detail, timely communication, and proactive problem-solving, serving as a coordination point between internal teams and clients to support efficient, high-quality service experiences. The coordinator reviews and routes tickets, monitors ticket boards, coordinates with third-party vendors and clients, and follows up on tickets to support timely progress and resolution.

Requirements

2–4 years of customer service experience.
Strong customer service orientation and communication skills.
Excellent organizational and multitasking skills.
High attention to detail and ability to manage shifting priorities.
Comfortable calling clients to coordinate or follow up on service tickets.
Ability to type at least 50 WPM.
Capable of sitting at a desk and using a computer for prolonged periods.

Nice To Haves

Associate’s Degree in a computer-related field preferred.
1–3 years of ticket management or triage-process experience preferred.
Proactive problem-solving and a focus on timely resolution.
Ownership and accountability in work.
Commitment to continuous improvement and process efficiency.

Responsibilities

Conduct triage exclusively for tickets in “Manual Review,” assessing urgency, impact, and categorization.
Review and route Manual Review tickets to the appropriate resource or team, ensuring necessary details are available for follow-up.
Regularly monitor the Spam Cleanup Board and identify and reclassify mislabeled or incorrectly filtered tickets.
Coordinate dispatch and scheduling of onsite service tickets with third-party vendors.
Dispatch tickets designated to Client IT Boards and ensure accurate routing.
Review tickets marked “Client Updated” to confirm the resolution is clear, a resource is assigned, and urgent updates are escalated.
Monitor unassigned P1 tickets to verify they are progressing as expected.
Identify potentially stalled tickets by sorting by Last Update; raise unassigned issues in team chat and suggest a future review time, or ensure assigned tickets have scheduled next steps and follow-up.
Review tickets in Manager Review status to verify managerial assignment; if there is no activity within 2 days, leave a ticket note and escalate via Teams if necessary.
Contact clients by phone and email for tickets marked Waiting on Client to obtain required information.
Review application-specific tickets to ensure they are properly bundled, prioritized, and routed.