Service Coordinator (Managed IT Services)

CSI Tech is Growing!

CSI Tech is seeking a highly organized Service Coordinator to serve as the operational hub of our service team.

This position is responsible for managing the flow of work throughout our service organization, including ticket intake, triage, prioritization, assignment, technician coordination, workload visibility, and service delivery operations.

The ideal candidate is highly organized, process-driven, and confident making decisions in a fast-paced environment. They enjoy bringing order to complexity, ensuring work moves forward, and helping technicians stay productive and focused. While technical experience is important for effective triage and prioritization, this is primarily a service coordination and operations role rather than an engineering or escalation-focused position.

Our Hiring Process

• Application
• Video Interview
• In-Person Interview
• Formal Offer

Key Responsibilities

Service Coordination & Dispatch

• Own incoming service request intake and triage processes
• Review, classify, prioritize, and route work through the PSA platform
• Ensure tickets contain accurate information, proper categorization, and sufficient detail before assignment
• Coordinate technician workloads and help maintain balanced service queues
• Monitor ticket progress and identify tickets that require follow-up, clarification, reassignment, or escalation
• Help ensure customers receive timely communication and consistent service experiences
• Drive stalled or aging tickets toward resolution through proactive follow-up

Operational Excellence

• Monitor service boards, queues, dashboards, alerts, and work-in-progress
• Review and correlate monitoring alerts, backup notifications, and security events with existing tickets when appropriate
• Maintain accurate ticket documentation, notes, and time entry review processes
• Follow established workflows, procedures, and service delivery standards
• Identify opportunities to improve efficiency, consistency, and service quality

Technical Triage & Validation

• Perform initial technical assessment of incoming requests and alerts
• Resolve basic service requests when appropriate
• Gather information necessary for effective escalation and assignment
• Escalate issues requiring advanced troubleshooting, engineering, project, or client-facing technical work
• Assist with service preparation, onboarding, and operational support activities as needed

What Success Looks Like
Success in this position is measured by ticket quality, triage effectiveness, prioritization, organization, technician utilization, communication, and service delivery outcomes. While technical knowledge is important, the primary focus of this role is coordinating work, maintaining workflow visibility, and helping ensure requests move efficiently from intake to resolution.

Candidate Requirements

Required

• Experience coordinating, prioritizing, scheduling, dispatching, or managing work in a fast-paced service environment
• Experience working within a professional ticketing, PSA, CRM, service management, or workflow platform
• Strong organizational and workload management skills
• Ability to prioritize competing requests and make sound decisions with incomplete information
• Strong attention to detail and process adherence
• Strong written communication skills
• Strong verbal communication skills, including gathering information efficiently and communicating professionally by phone
• Ability to hold work accountable to process and follow established procedures
• Strong collaboration and interpersonal skills

Preferred

• MSP (Managed Service Provider) or TSP (Technology Service Provider) experience
• Service Coordinator, Dispatcher, Service Administrator, Help Desk Coordinator, or related experience
• Experience with ticket triage, dispatching, scheduling, or service delivery coordination
• Experience reviewing monitoring alerts, backup notifications, or endpoint management systems
• Experience with Microsoft 365 environments
• Experience performing basic technical troubleshooting and validation

Technical Background
Candidates should possess a working understanding of common MSP technologies sufficient to effectively triage, prioritize, and route service requests. Examples include:

• Windows desktop environments
• Microsoft 365
• Entra ID
• Endpoint management and monitoring tools
• Backup monitoring and alert validation
• Ticketing and PSA systems
• Basic business networking concepts
• General IT security best practices

Career Growth & Development
This role offers opportunities to expand responsibility within service delivery operations, workflow management, process improvement, service coordination leadership, reporting, and centralized services functions.
Opportunities include:

• Contributing to operational planning and workflow improvements
• Supporting service delivery reporting and metrics
• Participating in service delivery and standards initiatives
• Developing and improving internal processes and SOPs
• Participating in centralized services initiatives

Candidates who enjoy organization, ownership, process improvement, service delivery operations, and helping teams succeed are likely to thrive in this role.

CSI Tech is an established information technology firm with over 26 years of serving clients nationwide. Our company provides Managed IT support to the SMB market. As a small business, we understand that the quality of our people defines the quality of our company. CSI Tech offers a positive environment, flexible scheduling, generous pay, paid time off, 401K matching, professional training, paid training materials, certifications, and excellent benefits.