Service Delivery Coordinator
Connect4Talent•Fairfax, VA
•Remote
About The Position
Our client is an IT Managed Service Provider looking to add a Service Delivery Coordinator to their team. This is a great fit for a highly organized, customer-focused professional who thrives on keeping things moving — someone who can manage frequent interruptions, communicate clearly, follow detailed procedures, and stay consistent in a fast-paced service environment.
Requirements
- High school diploma or equivalent required
- 3+ years of experience in service coordination, dispatch, customer service, procurement, office operations, or a comparable role
- Familiarity with IT service operations, ticketing, service-level expectations, client support workflows, and basic procurement or inventory practices
- Experience with (or the ability to quickly learn) PSA, ticketing, RMM alert, scheduling, vendor, quoting, procurement, inventory, telephone, and collaboration systems.
- Strong customer service, professional communication, organization, numerical accuracy, attention to detail, judgment, and follow-through
- Ability to manage multiple priorities and frequent interruptions while staying calm and professional
- Ability to safeguard confidential, security-sensitive, financial, and client information
- Regular, reliable availability during assigned service-coverage hours
- Ability to travel reliably throughout the Northern Virginia/Fairfax service area, and maintain a valid driver's license, reliable vehicle, and legally required auto insurance when using a personal vehicle for company business
- Ability to meet the requirements of the company's Work From Home policy
Nice To Haves
- associate degree in business, information technology, or a related field preferred
- Experience with Autotask, ConnectWise, Microsoft 365, Teams, SharePoint, TimeZest, and common vendor portals is a plus
Responsibilities
- Monitor phone, email, portal, ticket, and alert channels; gather the right information; create actionable tickets; and apply company-approved categorization and priority standards
- Route and monitor service requests and alerts; follow up on unassigned, aging, stalled, reopened, or at-risk tickets; and escalate high-impact, cybersecurity, capacity, or client-satisfaction concerns
- Coordinate technician schedules, onsite assignments, access details, equipment needs, and other service-delivery logistics within delegated authority
- Give clients timely, accurate, and easy-to-understand nontechnical updates; request needed information or action; manage expectations; and escalate dissatisfaction or relationship risk
- Serve as the primary relationship and service-coordination contact for assigned smaller managed services clients — conducting periodic check-ins, watching for recurring concerns, and coordinating internal follow-through
- Spot technology, cybersecurity, licensing, lifecycle, project, or service needs and loop in the right resource for anything strategic, technical, contractual, complex, or high-risk
- Coordinate routine client quoting and procurement using approved specs, pricing, vendors, payment methods, and approval processes; place and track approved orders and keep complete transaction records
- Maintain secure, accurate custody, inventory, chain-of-custody, shipping, receiving, return, and storage records for client and company equipment
- Keep documentation current in company systems and create/update procedures so another authorized employee can cover during absences
- Administer the approved on-call rotation schedule and promptly escalate unresolved coverage conflicts to management
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
