IT Service Coordinator (MSP) Overview:
We are a premier Managed Services Provider that is focused on delivering cutting-edge IT and cybersecurity solutions. Our steady growth is attributed to strong client relationships and fostering a positive, growth-oriented work environment. With an open-door policy and a culture that values feedback, continuous learning, and professional development, we thrive on solving complex challenges while ensuring a supportive and enjoyable workplace.
Are you a people person with excellent customer service skills? Join us as a IT Service Coordinator (MSP), where you will play a vital role in maintaining our exceptional customer service reputation by overseeing customer communication and technical resource scheduling for quick issue resolution. This role is fun, fast-paced, and full of variety!
Previous MSP experience is required!
IT Service Coordinator (MSP) Key Responsibilities:
- Serving as the primary contact for requests via phone, email, and monitoring alerts, maintaining active communication with customers and their staff, providing incident updates, and notifying them of changes.
- Overseeing all newly generated and active Customer Tickets throughout their entire lifecycle within the Autotask ticketing system, adhering to SOPs, and ensuring all open tickets are maintained to meet SLA goals.
- Coordinating the scheduling and dispatch of technical resources, working closely with both management and clients to schedule on-site work and projects, considering the availability and skillsets of our technical team, and making certain that our technical team receives the necessary information to execute service requests with maximum efficiency.
- Planning and leading weekly meetings to review and analyze service desk KPIs and share relevant customer updates.
- Reviewing completed tickets to confirm their readiness for billing procedures.
- Fulfilling necessary administrative support duties when needed.
IT Service Coordinator (MSP) Benefits:
- Health, Dental, and Vision Insurance (all with multiple plans to choose from)
- Life Insurance
- 401(k) with 4% match
- PTO, Paid Sick Days, and Paid Holidays
- Certification Reimbursement
- Semi-Annual Reviews for Career Advancement
