Service Coordinator

Role SummaryOur client is looking for a Service Coordinator, who will be the key first point of contact for the clients. Best-in-class service and customer satisfaction are very important for this role. He/she is also responsible for attaining the maximum utilization and productivity of their MSP remote services, field and systems, and infrastructure engineers through daily service requests. The success of the service delivery is centered around how well each department integrates and the careful planning and logistics around it. With that, the Service Coordinator must embody the company’s core values: respect, teamwork, a client-first mentality, and self-improvement.WORK SCHEDULE: 8:00 AM – 5:00 PM Pacific Daylight Time (11:00 PM – 8:00 AM Philippine Standard Time), follows Philippine holidaysPOSITION TYPE: Full TimeWORK ARRANGEMENT: RemoteEssential FunctionsManage the day-to-day coordination of all engineers in the managed services departmentAnswer all incoming requests and ongoing communication from all managed service clients via telephone, email, and the ConnectWise ticketing systemCurate and orchestrate service requests in the ticketing system, assign, and schedule MSP service engineers in a highly responsive mannerAssist in ensuring all engineers are within SLA for response and resolution KPIsAssist in ensuring CSAT scores in the service department are meeting set goalsCommunicate with clients as required, and make sure they are informed and notified of any major changes and delays in service deliveryAssist in ensuring engineers keep documentation up to date for all managed servicesAssist in enforcing SOPs, processes, and internal policies for the managed services departmentProvide regular reports to the managed services director and escalations to team leadersIdentify and assist in implementing service delivery model improvements for the customer and the company following the EOS processParticipate in Interdepartmental meetings, check-in meetings, and project progress meetings, including hosting and meeting notetakingAssist in other scheduling and oversight, timesheet review, billing, and administrative tasks needed by the Managed Services DirectorQualificationsA bachelor’s degree in a related field is an advantageExperience with ConnectWise PSA is a plusStrong computer aptitude, which includes expertise with Microsoft 365 applicationsExperience in a multi-client environmentStrong organization and oral and written communication skillsAnalytical skills with particular attention to detailAptitude in data management, analytics, reporting preparationAbility to function in an autonomous environment—independent worker, self-directed