Service Operations Coordinator

We're looking to add a superstar to our service team in the role of Service Operations Coordinator!

What is a Service Operations Coordinator?

When our clients need help, you’re the one who makes sure their request is handled quickly, clearly, and correctly. You’re the hub that keeps the Service team running smoothly. From managing ticket intake to scheduling technicians and monitoring progress, you help ensure our clients get the support they need — and our team delivers it efficiently.

This role is part service dispatcher, part operations coordinator, and part communication specialist. You’ll work closely with our Helpdesk Manager, Sam, as her go-to person for keeping the helpdesk organized, the technicians on track, and the client experience consistent.

If you thrive in a fast-paced environment, love bringing order to chaos, and enjoy helping a busy team stay on target, this role is for you.

About Internetworks

Founded in 1997, Internetworks is a managed IT services provider that keeps businesses connected through technology, teamwork, and a genuine sense of community. We support more than 200 small businesses and nonprofits with managed IT services, projects, and professional solutions.

Our culture blends friendly collaboration with cutting-edge technical expertise. We’re IT superheroes who believe great service is both personal and professional.

What You’ll Do

As a Service Operations Coordinator, you’ll make sure our clients receive timely and effective support while keeping the internal engine of our Service department running smoothly.

• Manage Ticket Intake and Scheduling: Monitor service tickets as they come in by phone and email, schedule the right technical resources, and ensure requests are triaged and assigned correctly using ConnectWise.
• Keep Work Moving: Track open service tickets to make sure progress continues and nothing gets stuck. Follow up with technicians, reassign or escalate when needed, and keep an eye on time-based SLAs.
• Support the Helpdesk Manager: Partner with Sam to monitor department KPIs, track workload distribution, and identify areas for process improvement or efficiency gains.
• Communication Hub: Keep clients informed about ticket progress and downtime, and ensure technicians have all the details they need to deliver great support. You’ll help translate technical details into clear communication.
• Daily Service Coordination: Keep an eye on technician schedules, prioritize urgent requests, and help maintain a balanced workload.
• Identify Trends and Patterns: Notice recurring issues, bottlenecks, or high-volume areas, and collaborate with Sam to improve service operations.
• Leverage Tools and AI: Use ConnectWise, Microsoft 365, and tools like Copilot to summarize ticket activity, prepare reports, and automate repetitive tasks where possible.

What You Bring

Must-Haves

• Excellent written and verbal communication skills
• Proven customer service mindset with patience and empathy
• Strong organizational and time management abilities
• Ability to stay calm, focused, and positive in a fast-paced environment
• Comfort learning new software tools quickly (especially ConnectWise, Microsoft Teams, and Outlook)
• Aptitude for technology and willingness to learn more about IT services

Nice-to-Haves

• Experience in an intake, dispatch, or scheduling role
• Familiarity with ConnectWise or other PSA/ticketing systems
• Prior work experience in an IT, MSP, or technical support environment
• Interest in process improvement and data-driven service delivery

A Day in the Life

• Start your day reviewing new tickets, prioritizing requests, and scheduling technicians for the day’s work.
• Coordinate with Sam to review any hot issues or escalations and make adjustments as needed.
• Check in on ticket queues throughout the day to make sure clients are being helped quickly and communication stays consistent.
• Jump into a quick call to update a client on a service ETA, or clarify an issue for a technician.
• Wrap up by updating schedules, following up on key tickets, and preparing for tomorrow’s dispatch.

It’s fast-paced, collaborative, and deeply satisfying to see how your organization and coordination directly impact client happiness and team success.

Why You’ll Love Working Here

Perks

• Competitive salary and performance-based bonuses
• Industry-leading paid time off
• Comprehensive medical, dental, and vision coverage
• 401(k) with employer match
• Paid Volunteer Time Off (VTO)
• Professional development and certification opportunities with Microsoft, Cisco, and Dell

Culture

• Team bonding through trivia nights, camping trips, and legendary holiday parties
• Continuous learning and hands-on experience with modern tools
• A workplace where camaraderie and excellence go hand in hand

How to Apply

Send us:

• Your resume
• A cover letter referencing the Service Operations Coordinator role and sharing why you’d be a great fit for the team

What to Expect in the Hiring Process

• A quick one-way video interview
• A live interview focused on organization, communication, and service coordination skills
• A background check and driving record review

Internetworks is committed to building an inclusive, welcoming environment. We do not discriminate on the basis of race, color, religion, gender, gender expression, age, national origin, disability, marital status, sexual orientation, or military status.