Service Desk Coordinator
About The Position
Frankel Technology Services, the managed service provider practice of Frankel, is seeking an organized, customer-focused Service Desk Coordinator. The role is the operational hub of the service department, helping clients receive timely support while technicians stay productive and focused. This position is in-person at the Omaha office; remote candidates cannot be considered. It is hourly and non-exempt. The coordinator is the primary point of contact for incoming service requests, monitoring and triaging tickets received by phone, email, and customer portals. The role gathers information needed to make requests actionable, assigns and schedules technician work according to urgency, skill set, and availability, and coordinates onsite visits and client appointments. The coordinator monitors queues for aging, stalled, or at-risk requests; provides clients with status updates and scheduling information; supports vendor coordination and service follow-up; and contributes to service delivery reporting and operational initiatives. Excellent communication, responsiveness, and effective coordination help maintain a positive client experience.
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 with ticketing, dispatching, scheduling, or service coordination systems.
- MSP or IT industry experience; preferred but not required.
Responsibilities
- Monitor and triage incoming service requests received through phone, email, and customer portals.
- Gather client information to ensure service requests are actionable.
- Assign and schedule technician work based on urgency, skill set, and availability.
- Coordinate onsite visits and client appointments.
- 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.
- Support a positive client experience through clear communication, responsiveness, and effective service coordination.
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- Disability and life insurance
- HSA and FSA options
- PTO and parental leave
- 8 paid holidays
- 401(k)
- Profit sharing
- Casual “Dress for your Day” dress code
- Family parties, holiday parties, and an annual golf and spa outing
- Referral bonus program
- Opportunity for growth and advancement
- Collaborative team environment
- Exposure to a wide variety of technologies and businesses
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
