IT Service Coordinator
Denver, CO
Full Time
Experienced
About Executech
Executech is a leading Managed Service Provider (MSP) dedicated to delivering world-class IT solutions and support to businesses. Our people-first approach means we prioritize both our clients' success and our employees' growth. We foster a collaborative, energetic, and award-winning culture where team members are empowered to make a real impact. We are looking for a passionate and organized individual to join our team and help us continue our tradition of excellent service.
Position Overview
The Service Coordinator is the central hub of our service delivery team. This role is critical to our success, acting as the primary point of communication and coordination for all client service requests. You will be responsible for managing the flow of incoming support tickets, scheduling our team of expert technicians, and ensuring that every client receives prompt, professional, and positive experience.
The ideal candidate is a master of multitasking, a brilliant communicator, and thrives in a dynamic, fast-paced environment. You are the conductor of the orchestra, ensuring all parts move in harmony to create an exceptional service experience.
Key Responsibilities
Required:
Executech is a leading Managed Service Provider (MSP) dedicated to delivering world-class IT solutions and support to businesses. Our people-first approach means we prioritize both our clients' success and our employees' growth. We foster a collaborative, energetic, and award-winning culture where team members are empowered to make a real impact. We are looking for a passionate and organized individual to join our team and help us continue our tradition of excellent service.
Position Overview
The Service Coordinator is the central hub of our service delivery team. This role is critical to our success, acting as the primary point of communication and coordination for all client service requests. You will be responsible for managing the flow of incoming support tickets, scheduling our team of expert technicians, and ensuring that every client receives prompt, professional, and positive experience.
The ideal candidate is a master of multitasking, a brilliant communicator, and thrives in a dynamic, fast-paced environment. You are the conductor of the orchestra, ensuring all parts move in harmony to create an exceptional service experience.
Key Responsibilities
- Service Ticket Triage & Dispatch:
- Act as the first point of contact for client service requests received via phone, email, and our ticketing portal.
- Create, triage, and prioritize service tickets in our Professional Services Automation (PSA) system (e.g., ConnectWise Manage, Autotask).
- Gather essential information from clients to ensure tickets are detailed and actionable for the technical team.
- Assign and escalate tickets to the appropriate technicians based on skill set, availability, and priority.
- Time entry and ticket review responsibilities.
- Scheduling & Coordination:
- Manage and optimize the daily and weekly schedules for our field and remote support technicians.
- Coordinate with clients to schedule onsite visits and remote support sessions, ensuring minimal disruption to their business.
- Proactively monitor the service board to ensure Service Level Agreements (SLAs) are being met and adjust technician schedules as needed.
- Client Communication:
- Serve as the primary, non-technical point of contact for clients, providing status updates on their service requests and projects.
- Translate technical updates into clear, easy-to-understand language for clients.
- Build and maintain strong, positive relationships with clients, ensuring they feel heard, valued, and supported.
- Follow up with clients after ticket resolution to confirm satisfaction.
- Administrative & Procurement Support:
- Assist in the procurement process by creating quotes for hardware and software.
- Track equipment orders and coordinate with clients and technicians for delivery and installation.
- Maintain accurate records and documentation within the PSA system for all client interactions and service activities.
- Assist the Service Manager with generating service reports and performance metrics.
Required:
- 2+ years of experience in a coordination, dispatch, customer service, or administrative role, preferably in a technical or service-oriented industry.
- Exceptional customer service skills with a passion for helping people.
- Outstanding written and verbal communication skills, with a professional and friendly demeanor.
- Superior organizational and time-management abilities; you must be able to manage multiple priorities simultaneously in a fast-paced environment.
- High attention to detail and a commitment to accuracy.
- Proficiency with Microsoft Office Suite (Outlook, Word, Excel).
- Ability to remain calm, positive, and professional under pressure.
- Experience working for a Managed Service Provider (MSP) or in the IT industry.
- Direct experience with a PSA tool such as ConnectWise Manage, or a similar ticketing system.
- Basic understanding of IT concepts and terminology (e.g., servers, networks, workstations, phishing).
- An associate or bachelor’s degree.
- A competitive salary ($27-32/hour based on experience) and benefits package (Health, Dental, Vision).
- This is a fully remote position
- 401(k) with company matching.
- Generous Paid Time Off (PTO) and paid holidays.
- A positive, collaborative, and fun team culture.
- Opportunities for professional development and career advancement.
- In-depth training on industry-leading tools and processes.
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