Service Delivery Specialist

Position Summary

The Service Delivery Specialist is responsible for coordinating daily service operations and ensuring efficient ticket management, resource allocation, and customer communication within the managed services environment. This role acts as a central operational point between customers, technicians, and internal teams to ensure service requests are properly prioritized, assigned, documented, and resolved in accordance with customer service level agreements (SLAs).

The ideal candidate is highly organized, detail-oriented, and capable of managing multiple priorities in a fast-paced support environment while maintaining strong communication and operational oversight.

Key Responsibilities

Service Board & Ticket Management

• Monitor service boards and incoming customer requests to ensure tickets are reviewed, prioritized, and addressed in a timely manner.
• Perform ticket triage by evaluating incoming requests, identifying urgency and impact, and routing tickets to the appropriate technical resources.
• Dispatch service tickets to technicians and support staff based on workload, skillset, availability, and service priority.
• Ensure tickets are progressing appropriately and meeting established customer SLA requirements and response deadlines.
• Escalate critical or overdue issues to leadership as necessary to maintain service quality and customer satisfaction.

Service Coordination & Operational Oversight

• Organize and manage technician schedules and calendars to support efficient service delivery and workload balancing.
• Verify technicians maintain accurate and complete ticket documentation, including notes, statuses, resolutions, and time entries.
• Monitor ticket queues to ensure service workflows remain organized, efficient, and compliant with internal processes.
• Assist in identifying workflow bottlenecks, recurring issues, and operational inefficiencies within the service process.
• Coordinate communication between technicians, account managers, and customers regarding ticket status updates and scheduling.

Customer Support & Communication

• Serve as an initial point of contact for incoming customer calls and service inquiries.
• Provide professional and timely communication to customers regarding service requests, scheduling, and ticket updates.
• Assist customers with basic service coordination and ensure requests are directed appropriately within the organization.
• Maintain a customer-focused approach while balancing service priorities and operational demands.

Documentation & Administrative Responsibilities

• Maintain and update customer documentation within internal systems, including user information, contact records, and service-related documentation.
• Ensure customer records remain accurate and current to support efficient service delivery and onboarding processes.
• Assist with internal reporting, ticket auditing, and operational tracking as needed.
• Support the continuous improvement of service delivery processes and documentation standards.

Qualifications

• Previous experience in service coordination, dispatching, help desk operations, customer support, or managed services preferred.
• Strong organizational and multitasking abilities in a fast-paced environment.
• Excellent verbal and written communication skills.
• Ability to prioritize tasks and make informed decisions under pressure.
• Strong attention to detail and process management skills.
• Experience working within ticketing or PSA systems preferred.
• Ability to work collaboratively across technical and non-technical teams.

Preferred Skills

• Experience within a Managed Service Provider (MSP) environment.
• Familiarity with ConnectWise or similar PSA/ticketing platforms.
• Understanding SLA management and ticket escalation procedures.
• Experience coordinating technical resources and service scheduling.
• Strong customer service and conflict resolution skills.

Core Competencies

• Service Coordination
• Ticket Management
• Customer Communication
• Time Management
• Attention to Detail
• Organizational Skills
• Prioritization & Multitasking
• Problem Solving
• Team Collaboration
• Administrative Accuracy

Additional Information

• Pay is negotiable and will be based on knowledge and experience with opportunities for increases as responsibilities increase.
• Normal hours are M-F from 8 a.m. to 5:00 p.m.
• Must be able to pass a background check and drug screen
• No sponsorship provided at this time

Job Type: Full-time (in office)

Salary: $40,000.00 - $60,000.00 per year (negotiable)

Schedule:

• 8-hour shift (Minimal after-hours work may be required)
• Monday to Friday

Education:

• High school or equivalent
• Degree preferred but not required

About Roeing:

Founded in 1979 in Lafayette, IN, Roeing is an innovative solutions provider committed to designing and delivering high-value, cost-effective IT consulting services and application technology solutions for both the private and public sectors. Roeing’s differentiation is that it specialized on both Software Development and Infrastructure Managed Services. A true dev/ops shop with I/P and a team of more than 50 IT and business professionals. Roeing serves clients nationwide, from state and federal government agencies to commercial sector customers. Roeing is committed to providing the most leading-edge technology solutions, and with that, ensures that staff stay current on crucial certifications and affiliations.

Pay: $40,000.00 - $60,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Retirement plan
• Vision insurance

Work Location: In person

Salary : $40,000 - $60,000