Service Desk Coordinator

About the role The Service Desk Coordinator is the traffic controller and service delivery hub for the help desk, owning ticket flow, resource scheduling, and client communication. They ensure tickets are clean, the board is healthy, engineers are utilized effectively, and clients know what to expect at every step. Key responsibilities Act as the first point of contact for customers across all service requests (phone, email, portal, chat), ensuring every request becomes a clean, well documented ticket. Communicate with customers regarding incidents, status updates, planned changes, and approved outages, setting clear expectations and timelines. Track service ticket progress, escalate issues as needed, and conduct follow ups to confirm resolution and client satisfaction. Schedule and coordinate internal, field, and on call engineering resources via the ticketing/PSA system, aligning work with skills, priorities, and availability. Monitor resource schedules and ensure timely, accurate time entry against all service requests. Own the health of the service board: maintain appropriate ticket distribution, watch aging tickets, and drive action on items at risk of breaching SLAs. Audit tickets for correct categorization, priority, status, and documentation; push back on "bad" tickets and ensure standards are followed. Ensure technicians follow help desk processes (notes, time entries, resolution codes, use of KBs) and flag patterns or gaps to the Service Desk Manager. Work closely with Service Desk technicians, field engineers, and leadership to plan daily work and address capacity constraints. Escalate systemic issues, recurring incidents, and process blockers to the Service Desk Manager/Operations for improvement. About you At least 3+ years of experience as a Service Desk Coordinator, Dispatcher, or similar customer support/service delivery role in an IT environment. Expertise in ticket auditing, resource allocation, client complaint handling, and workload dispatch and management. Proven experience monitoring engineer schedules and ensuring prompt, accurate time entry on service requests. Familiarity with IT ticketing/PSA tools preferred (for example, Autotask, ConnectWise, or similar). Excellent written and verbal communication skills, able to convey technical information clearly to non-technical customers. Experience in a Managed Service Provider (MSP) environment is a strong advantage. Strong problem solving and decision-making skills, comfortable enforcing processes and priorities.