Service Coordinator

Exchange Technology Services Inc.•Winnipeg, MB

68d•Onsite

About The Position

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 ConnectWise.

Requirements

Experience in IT service management or similar role
Familiarity with ticketing systems (ConnectWise 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
Strong organizational and multitasking skills
Technical Support and Troubleshooting skills
Ability to train and mentor staff
Understanding of SLAs and service operations best practices
Analytical skills with the ability to solve complex issues
Excellent communication and customer service skills
Ability to work well in a team
Strong ability to prioritize tasks and meet deadlines
Strong attention to detail and accuracy
Professional verbal and written communication skills
Must be able to obtain and maintain a clear criminal record check
Physically able to perform all listed job duties
Manual dexterity required to use desktop computer and telephone

Nice To Haves

Bachelor’s degree or College diploma in Information Technology, Computer Science, or a related field considered an asset
A theoretical working knowledge of virtualization and remote application delivery services preferred

Responsibilities

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 escalate 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.
ConnectWise Navigation: Provide hands-on instruction in using the ConnectWise 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