Service Desk Coordinator

Service Desk Coordinator

Elevate Technology Solutions

Location: Brockton, MA (Hybrid after 90 days)

Employment Type: Full-Time

About Elevate Technology Solutions

Elevate Technology Solutions is a trusted technology partner delivering secure, scalable, and customer-focused IT services to commercial and government clients. We are committed to providing exceptional service experiences while helping organizations maximize the value of their technology investments.

Position Overview

Elevate Technology Solutions is seeking a highly organized and customer-focused Service Desk Coordinator to serve as the central point of coordination between clients and technical support teams. This role is responsible for managing the flow of service requests, coordinating technician schedules, monitoring ticket progress, and ensuring a high-quality customer experience from initial contact through resolution.

The ideal candidate thrives in a fast-paced environment, excels at communication and organization, and takes pride in delivering outstanding client service while helping technical teams operate efficiently.

Key Responsibilities

• Serve as the primary point of contact for client support requests via phone, email, and ticketing systems.
• Log, categorize, and document incidents and service requests with accuracy and attention to detail.
• Prioritize and route support requests based on urgency, business impact, and service level agreements (SLAs).
• Coordinate and manage technician schedules to optimize resource utilization and response times.
• Monitor ticket queues, ticket aging, and SLA performance, proactively escalating issues when necessary.
• Schedule onsite visits, maintenance activities, and project-related work while communicating updates to clients and technicians.
• Conduct quality reviews of service tickets to ensure documentation, time tracking, and client communications meet company standards.
• Maintain regular communication with clients regarding ticket status, scheduled work, and next steps.
• Identify process improvement opportunities and recommend solutions that enhance service delivery and operational efficiency.
• Follow and enforce established service desk processes, procedures, and best practices.

Required Skills & Qualifications

• Strong customer service and relationship management skills.
• Excellent verbal and written communication abilities.
• Exceptional organizational, scheduling, and multitasking skills.
• Strong attention to detail and follow-through.
• Ability to prioritize competing demands in a fast-paced environment.
• Experience working with ticketing, dispatching, or scheduling systems.
• Familiarity with IT terminology and technical support environments.
• Ability to work collaboratively across teams while maintaining a customer-first mindset.
• High School Diploma or equivalent required.
• Associate’s or Bachelor’s degree in Information Technology or related field preferred.

Preferred Experience

• Experience in a customer-facing support, dispatch, coordinator, or service desk role.
• Experience within a Managed Service Provider (MSP), IT services organization, or technical support environment.
• Familiarity with ConnectWise or similar service management platforms.
• Understanding of service delivery metrics, including response times, resolution times, and SLA compliance.

What Makes You Successful

• You are highly organized and proactive.
• You enjoy solving problems and keeping multiple priorities moving forward.
• You communicate clearly and professionally with both clients and technical teams.
• You take ownership of the customer experience and ensure no request falls through the cracks.
• You are detail-oriented, quality-focused, and committed to continuous improvement.

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