What are the responsibilities and job description for the Service Coordinator position at US itek?
Overview
We're looking for a Service Coordinator to be the operational backbone of our Helpdesk team. You'll sit at the intersection of technology and customer care — coordinating tickets, dispatching technicians, managing schedules, and making sure our clients get fast, reliable support. This role also has a leadership component by helping guide and support our service desk team to keep response times sharp and clients happy.
What you'll do
- Triage, prioritize, and assign incoming support tickets across the service team
- Schedule and dispatch technicians for onsite and remote client work
- Monitor ticket queues to ensure SLAs and response-time commitments are met
- Serve as a point of escalation for client concerns, resolving issues professionally and quickly
- Coordinate with engineers and technicians on project timelines and recurring maintenance
- Lead, mentor, and support day-to-day workflow for our helpdesk staff
- Maintain accurate records in the PSA/ticketing system
- Communicate proactively with clients about ticket status, scheduling, and follow-ups
- Identify recurring issues or bottlenecks and suggest process improvements
- Assist with onboarding new clients and documenting their environments
What we're looking for
- 4 years of experience in a coordinator, dispatcher, or service desk role — MSP or IT services experience strongly preferred
- Working knowledge of IT fundamentals (networks, hardware, common software/ticketing platforms). You don't need to be an engineer, but you need to speak the language
- Experience with a PSA or ticketing tool is a plus
- Strong organizational skills and comfort managing multiple priorities at once
- Excellent customer service skills — calm, clear, and professional under pressure
- Some experience leading, training, or mentoring team members
- Strong written and verbal communication skills
- A proactive, problem-solving mindset
- Excellent communication skills—both verbal and written—and phone etiquette.
If you're organized, tech-comfortable, great with people, and enjoy keeping a fast-moving team on track, we want to hear from you. We offer a collaborative team environment with room to grow.
Pay: $22.00 - $25.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Health insurance
- Health savings account
- Paid time off
- Professional development assistance
Work Location: In person
Salary : $22 - $25