Service Operations Coordinator

Personal Computers • Buffalo, NY

4d • Hybrid

About The Position

PCI is seeking a highly organized, confident professional to coordinate service delivery operations. The Service Operations Coordinator helps ensure service requests, technician schedules, recurring obligations, onsite visits, and project tasks are prioritized, assigned, tracked, and completed. The role serves as a central coordination point across service delivery teams, keeping employees and clients informed and work progressing. It is suited to someone who can solve scheduling challenges, maintain order in a fast-paced environment, and hold others accountable to established processes and commitments.

The position is full-time and non-exempt, with no supervisory responsibility. It is based in Buffalo, NY, in a hybrid work environment, and pays $25–$30 per hour.

PCI helps organizations create greater certainty through modern technology, cybersecurity, cloud, Microsoft solutions, AI governance, and managed IT services. The company works across teams to understand business needs, communicate clearly, and build long-term client relationships.

Requirements

• Previous experience in service coordination, dispatch, scheduling, or a related operational role.
• Exceptional organization and ability to manage multiple priorities in a fast-moving environment.
• Strong written and verbal communication skills.
• High attention to detail and commitment to accurate documentation.
• Ability to assess priorities quickly and adjust schedules as conditions change.
• Confidence enforcing established processes, setting appropriate boundaries, and communicating constraints.
• Sound judgment, dependable follow-through, and a strong sense of ownership.
• Collaborative approach when working with technical teams, project teams, leadership, and clients.
• Proficiency with Microsoft 365 applications or ability to learn them quickly.
• Practical, process-oriented mindset focused on keeping work moving.

Nice To Haves

• Previous service coordination experience within a managed services, IT service delivery, or comparable technical services environment.
• Familiarity with technical service delivery, support operations, or project scheduling.
• Understanding of technical terminology, technical resource capabilities, and workflow dependencies.
• Experience using Autotask or a comparable ticketing or professional services automation platform.
• Experience working within the Entrepreneurial Operating System (EOS) or another structured operating framework.

Responsibilities

• Review incoming service tickets for completeness, urgency, business impact, and appropriate priority.
• Route work to the appropriate technician or service queue.
• Monitor ticket aging, follow-up activity, and service-level commitments.
• Escalate stalled, unassigned, overdue, or at-risk work.
• Maintain accurate technician schedules and balance workloads based on priority, skills, availability, and capacity.
• Coordinate onsite visits, recurring service obligations, maintenance windows, and project tasks.
• Communicate scheduling updates and changes clearly to clients and internal teams.
• Track client approvals, access requirements, dependencies, and other scheduling prerequisites.
• Ensure active tickets have an assigned owner and a documented next action.
• Identify scheduling conflicts, capacity concerns, and service delivery risks.
• Prepare operational reporting related to ticket aging, resource utilization, schedule coverage, service levels, and overdue work.
• Collaborate with technical resources, project teams, leadership, and clients to support a consistent service experience.

What This Job Offers

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