IT Service Coordinator

Company Overview

Point North Networks (PNN) is a Managed IT Services & Private Cloud Hosting provider located in Inver Grove Heights, MN. We are your trusted IT partner, passionate about leveraging technology to empower clients and achieve their goals. Our mission and vision are centered on creating a resilient, self-sustaining operation that exceeds the sum of its parts, serving as a dependable beacon in the business community. We operate with core values of honesty, professionalism, strong relationships, transcendence, and modesty, all within a casual and hybrid work environment in Inver Grove Heights. Join us in shaping the future of technology and business, where your role directly contributes to our shared success.

Role Summary

The IT Service Coordinator acts as the primary point of contact for our client’s users and is critical for fostering client relationships through clear, proactive communication. This role is designed to keep operations running smoothly by coordinating technical service delivery, managing ticket workflows, and ensuring efficient resource allocation. Secondary responsibilities include inventory and license management, hardware procurement. Requires tech savvy candidates with strong communication and coordination skills who thrive in fast-paced environments.

Primary Responsibilities

• Be the First Point of Contact: Answer calls with a warm, professional tone, setting the stage for exceptional client experiences.
• Streamline Ticket Management: Prioritize and assign tickets based on technician skills, availability, and issue urgency, ensuring efficient resolution.
• Proactively Manage the Queue: Oversee the ticket queue, identifying and resolving service issues through collaboration with technicians and the Service Manager.
• Stay Ahead of Issues: Monitor incoming tickets, alerting the team to potential related challenges for swift action.
• Prepare for Success: Ensure all ticket details are complete, empowering technicians to hit the ground running.
• Optimize Scheduling: Schedule technician appointments, balancing client needs with team availability to achieve 75% utilization.
• Coordinate Support: Arrange on-site and remote support, ensuring technicians have all necessary details for seamless execution.

Supporting Responsibilities

• Manage Inventory: Track and maintain IT hardware/software inventory, ensuring critical equipment is always available.
• Distribute Resources: Receive, distribute, and assign inventory to technicians or client projects, maintaining accurate asset tagging and documentation.
• Handle Procurement: Order hardware, coordinate with vendors for timely delivery, and expedite urgent orders to minimize service disruptions.
• Oversee Licensing: Manage and track client license agreements, monitoring expirations and renewals to ensure compliance with detailed documentation for reporting and audits.
• Serve as Primary Liaison: Act as the main contact for technicians and clients, providing real-time updates on tickets and priorities.
• Support Performance Metrics: Partner with the Service Manager and Director of Operations to track and report KPI data, such as SLA compliance and Issue Resolution Rate.

Qualifications

Required

• Strong organizational and communication skills.
• 1-2 years in IT support, dispatching, or coordination, preferably in an MSP.
• Basic knowledge of IT hardware, software licenses, and inventory management.

Preferred

• Proficiency with Autotask, Datto RMM, or similar tools.
• Experience with Calendly or scheduling tools.
• Familiarity with IT Glue, procurement, and license compliance.
• Knowledge of MSP metrics (e.g., SLA, FCR).

Educational and Professional Development

• No specific certifications required. Some technical background a plus.
• Opportunities for paid training.
• Potential to expand to full Technical Sales role.

Salary and Benefits

• $55-60K annually.
• Comprehensive benefits including medical, dental, vision, and disability insurance, HSA, and “Unlimited” PTO after a 60-day period.
• Optional SEP IRA with employer contributions.
• Flexible working hours and hybrid work environment (in office Mondays and Tuesdays).

Performance and Growth

• Success in this role is demonstrated by internal sales and operational efficiency.
• Performance measured via KPIs aligned with our EOS/Traction framework.
• Role anticipated to evolve into Partner Success Manager and/or Technical Sales Lead

Team and Management

• The role is part of a 16-member team and reports to the Partner Success Manager
• Management style focuses on quarterly feedback, weekly status meetings, and annual performance reviews, with no micromanagement.
• We encourage candidates who are passionate about technology and who are looking for a position where they can grow and contribute to a vibrant and evolving company to apply.