Job Description

SUMMARY The Service Desk Coordinator is the traffic controller and service delivery hub for the help desk, owning ticket flow, resource scheduling, and client communication. They ensure tickets are clean, the board is healthy, engineers are utilized effectively, and clients know what to expect at every step. JOB RESPONSIBILITIES Service desk and customer communication Act as the first point of contact for customers across all service requests (phone, email, portal, chat), ensuring every request becomes a clean, well‑documented ticket. Communicate with customers regarding incidents, status updates, planned changes, and approved outages, setting clear expectations and timelines. Track service ticket progress, escalate issues as needed, and conduct follow‑ups to confirm resolution and client satisfaction. Handle customer complaints, perform satisfaction checks, and manage ongoing service communications in coordination with the Service Desk Manager/CSM. Resource scheduling and operational coordination Schedule and coordinate internal, field, and on‑call engineering resources via the ticketing/PSA system, aligning work with skills, priorities, and availability. Monitor resource schedules and ensure timely, accurate time entry against all service requests. Coordinate with internal support teams to optimize utilization of billable and non‑billable resources and protect SLA commitments. Manage after‑hours engineering and support on‑call rosters according to documented procedures. Ticket flow, board health, and process enforcement Own the health of the service board: maintain appropriate ticket distribution, watch aging tickets, and drive action on items at risk of breaching SLAs. Audit tickets for correct categorization, priority, status, and documentation; push back on “bad” tickets and ensure standards are followed. Ensure technicians follow help desk processes (notes, time entries, resolution codes, use of KBs) and flag patterns or gaps to the Service Desk Manager. Collaboration and reporting Work closely with Service Desk technicians, field engineers, and leadership to plan daily work and address capacity constraints. Escalate systemic issues, recurring incidents, and process blockers to the Service Desk Manager/Operations for improvement. Assist with simple, recurring reports on ticket volumes, SLA performance, aging, and resource utilization for service and operations reviews. QUALIFICATIONS At least 3+ years of experience as a Service Desk Coordinator, Dispatcher, or similar customer support/service delivery role in an IT environment. Expertise in ticket auditing, resource allocation, client complaint handling, and workload dispatch and management. Proven experience monitoring engineer schedules and ensuring prompt, accurate time entry on service requests. Familiarity with IT ticketing/PSA tools preferred (for example, Autotask, ConnectWise, or similar). Excellent written and verbal communication skills, able to convey technical information clearly to non-technical customers. Experience in a Managed Service Provider (MSP) environment is a strong advantage. Strong problem solving and decision-making skills, comfortable enforcing processes and priorities. JOB REQUIREMENTS Should be willing to accept a long-term work-from-home arrangement. Should be amenable to a permanent night shift schedule.