Service Desk Coordinator

Frankel • Omaha, NE

9d • Onsite

About The Position

At Frankel, we provide innovative and progressive accounting, tax, and consulting services. As a Managed Service Provider (MSP), our Frankel Technology Services practice creates a Technology Success Partnership with our clients. This gives our clients the tools, information, and understanding they need to make the best technology decisions for their company. We are currently seeking an organized, customer-focused Service Desk Coordinator to join our growing team. This role serves as the operational hub of our service department, helping ensure clients receive timely support while technicians remain productive and focused. If you thrive in a fast-paced environment, enjoy coordinating people and processes, and take pride in keeping things organized, we'd love to hear from you! Please note that this position is in-person in our Omaha office, and we are unable to consider remote candidates. The Service Coordinator serves as the primary point of contact for incoming service requests, monitoring and triaging support tickets received through phone, email, and customer portals. This role gathers necessary client information to ensure requests are actionable, assigns and schedules work for technicians based on urgency, skill set, and availability, and coordinates onsite visits and client appointments. The position proactively monitors ticket queues to identify aging, stalled, or at-risk requests, provides clients with timely status updates and scheduling information, and supports vendor coordination and service follow-up activities. Additionally, the Service Coordinator contributes to service delivery reporting and operational initiatives while helping maintain a positive client experience through excellent communication, responsiveness, and effective service coordination. This position is hourly and non-exempt.

Requirements

• Strong organizational and multitasking skills
• Excellent verbal and written communication abilities
• Ability to stay calm and focused in a busy environment
• Strong customer service mindset
• High attention to detail
• Proficiency with Microsoft 365 applications

Nice To Haves

• Experience working with ticketing, dispatching, scheduling, or service coordination systems is preferred
• MSP or IT industry experience is preferred but not required

Responsibilities

• Serves as the primary point of contact for incoming service requests.
• Monitors and triages support tickets received through phone, email, and customer portals.
• Gathers necessary client information to ensure requests are actionable.
• Assigns and schedules work for technicians based on urgency, skill set, and availability.
• Coordinates onsite visits and client appointments.
• Proactively monitors ticket queues to identify aging, stalled, or at-risk requests.
• Provides clients with timely status updates and scheduling information.
• Supports vendor coordination and service follow-up activities.
• Contributes to service delivery reporting and operational initiatives.
• Helps maintain a positive client experience through excellent communication, responsiveness, and effective service coordination.

Benefits

• Health, Dental, Vision, Disability & Life Insurance
• HSA and FSA options
• PTO & Parental Leave
• 8 Paid Holidays
• 401(K)
• Profit Sharing
• Casual / “Dress for your Day” dress code
• Fun activities like family parties, holiday parties, and the annual golf & spa outing
• Referral bonus program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed