Service Coordinator

ABM Technology Group is seeking a skilled and motivated MSP

IT Service Coordinator to join our Managed Service Provider (MSP) team. As the

MSP IT Service Coordinator, you will assume a pivotal role in facilitating the

efficient delivery of IT support services to our esteemed clients. You will

be the central nervous system of our service desk, playing a vital role in all

service desk and client interactions. Your responsibilities will include

coordinating with technical experts, ensuring top-notch customer service, and

contributing to the overall success of our clients through efficient service

delivery of proven IT solutions.

Key Responsibilities:

Client Relationship Management:

Establish and maintain strong client relationships, acting as the central point

of contact for IT service coordination and communication.

Process and Triage Service Requests:

Evaluate service requests as they arrive through phone calls,

email, direct client submission, or meetings to determine priority. Align

service needs with technical resources to maximize efficiency and timeliness of

service delivery.

Service Coordination and Oversight:

Coordinate a team of technical professionals responsible for

providing a range of IT services, including multiple tiers of service experts

and security services. Ensure seamless service delivery and adherence to

service level agreements (SLAs).

Client Communication:

Proactively communicate with clients to keep them informed of incident

responses, ticket resolution timelines, 3rd party coordination, and process

next steps.

Process Improvement:

Collaborate closely with clients to develop and optimize support processes

tailored to their unique business needs.

Performance Monitoring:

Monitor the performance of IT services and proactively address any service

disruptions or performance issues. Work to continuously improve service

efficiency and quality.

Incident and Problem Coordination:

Coordinate the resolution of IT incidents and problems,

ensuring swift and effective responses with great communication throughout the

process.

Vendor and Partner Collaboration:

Collaborate with technology vendors and partners to ensure

the delivery of high-quality services and solutions. Follow through with 3rd

parties involved in service delivery to avoid delays. Provide excellent

communication to all stakeholders involved.

Documentation and Reporting:

Oversee the maintenance of accurate service ticket notes, time entries, and

ticket statuses. Maintain accurate documentation of service coordination

procedures.

Reporting:

Generate regular reports on service performance, client satisfaction, and key metrics.

Manage Ticket Handling:

Maintain inherent knowledge of client tickets, where they are assigned, and

maintain a 30,000-foot view on our full ticket assignment.

Maintain and Balance Technician Boards:

Move tickets between technician boards to ensure balanced ticket

loads and meet our SLA commitments.

Ideal Candidate Will Have:

Minimum of 2 years of experience in service coordination or service delivery dispatch, preferably within a

Managed Service Provider (MSP) environment.

Exceptional written and verbal communication and interpersonal skills.

Strong coordination and team management skills.

Proven track record of successfully coordinating and maintaining client relationships.

If you are a dynamic IT coordinator with a passion for

delivering exceptional service and strong communication skills, we encourage

you to apply. Join our team and play a vital role in shaping the future of IT

service coordination for our valued clients.

At Advanced Business Methods, we believe that the best solutions are often the least complex. We offer solutions that are simple, reliable, and secure. provides top-tier office technology solutions. We specialize in advanced printers, copiers, and office equipment tailored for businesses. Recently, we’ve also started offering IT services, office furniture and supplies, and document destruction. Our professional team delivers personalized service from consultation to ongoing support. Choose Advanced Business Methods for unmatched expertise and innovative solutions to enhance workplace productivity and success.

Pay: Starting at $0.10 / hour

Benefits:

• Health insurance
• Paid time off
• Dental insurance
• Vision insurance
• Life insurance
• Disability insurance
• 401(k) matching
• Referral program
• Profit sharing

Job Type: fulltime

Schedule:

• Monday to Friday
• 8 hour shift

Education: High school degree

Work location: On-site