Service Coordinator

Position Summary The Service Coordinator is a central member of the Managed Services team, responsible for coordinating day-to-day service delivery and ensuring client requests move efficiently from initial receipt through resolution and closure. The position manages technician scheduling and dispatch, monitors the service-ticket queue, coordinates client communications and appointments, follows up on outstanding work, and helps ensure tickets contain accurate and timely documentation. The Service Coordinator also assists with product and equipment procurement, order tracking, third-party vendor coordination, and the maintenance of records required for client service and the company’s security and compliance processes. Key Responsibilities 1. Service Ticket Management · Actively monitor the service desk ticket queue throughout the business day. · Review new tickets for appropriate client, contact, priority, status, categorization, assignment, and scheduling information. · Assign or coordinate assignment to an appropriate technician based on priority, required skills, availability, geography, and client requirements. · Monitor open tickets to ensure work continues to progress toward resolution. · Identify tickets that are stalled, overdue, missing information, awaiting client response, or approaching an applicable service target. · Follow up with technicians and clients when additional information or action is required. · Escalate service-impacting issues, recurring problems, security concerns, capacity constraints, and unresolved tickets under established procedures. · Ensure each ticket clearly identifies its status, next action, responsible party, approvals, and relevant scheduling information. · Help verify that completed work is documented appropriately before closure and that service records remain in the approved service-management system. 2. Technician Scheduling and Dispatch · Maintain and coordinate the daily service schedule for technicians. · Schedule remote and onsite appointments based on business impact, priority, technician availability, geography, and required skills. · Balance scheduled work against incoming incidents and urgent requests. · Coordinate technician calendars to reduce conflicts and unnecessary travel. · Communicate appointments and scheduling changes promptly to technicians and clients. · Reassign or escalate work when circumstances change or a technician becomes unavailable. · Coordinate project or larger service activities with the appropriate technical lead or service manager. · Maintain visibility into technician workload and flag capacity concerns to service management. 3. Client Communication · Serve as a coordination point between clients and technical staff. · Confirm appointments and provide appropriate scheduling and service-status updates. · Follow up when tickets require additional information, approval, access, or scheduling. · Communicate delays or changes professionally and promptly. · Escalate client concerns or dissatisfaction to the appropriate manager. · Protect confidential client and company information in all communications. 4. SLA and Service Delivery Coordination · Monitor service requests against applicable service priorities and service-level commitments. · Identify tickets at risk of exceeding response or resolution targets. · Escalate high-impact or time-sensitive issues using established procedures. · Assist service management in identifying recurring scheduling, workflow, or service-delivery issues. · Support reporting on ticket volume, aging, response, resolution, and other approved operational measures. 5. Product Procurement and Order Coordination – Assistance to Primary Procurement Personne l · Obtain pricing and availability from approved suppliers an…

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