Service Desk Coordinator
About The Position
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
- Serve as the primary point of contact for incoming service requests.
- Monitor and triage support tickets received through phone, email, and customer portals.
- Gather necessary client information to ensure requests are actionable.
- Assign and schedule work for technicians based on urgency, skill set, and availability.
- Coordinate onsite visits and client appointments.
- Proactively monitor ticket queues to identify aging, stalled, or at-risk requests.
- Provide clients with timely status updates and scheduling information.
- Support vendor coordination and service follow-up activities.
- Contribute to service delivery reporting and operational initiatives.
- Help 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
- Referral bonus program
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
