IT Service Workflow Coordinator

2 days ago

Kalamazoo, MI, United States NuWave Technology Partners Full time
EOE Statement
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

Description

The Service Coordinator serves as the single operational point of contact for internal teams - ensuring the timely management, resolution, and documentation of service tickets. This role focuses on driving efficiency within the service team by managing and prioritizing incoming ticket requests, as well as ticket backlog. The main aspect of this role will be facilitating daily scheduling and the completion of service tickets from start to finish. In addition, this position will be responsible for coordinating escalations as needed and producing KPI-driven reporting. The Service Coordinator works closely with the Service Manager to set the tone and direction for the team's performance - fostering alignment, accountability, and continuous improvement in service delivery.

This position is critical for ensuring that operational workflows remain efficient, transparent, and aligned with the company's elite service level expectations.

Key Responsibilities:
  • Proactively manage and monitor incoming ticket requests and the ticket backlog, prioritizing and assigning tickets to maintain service level commitments of multiple clients and optimize team efficiency.
  • Collaborate with the Service Manager to structure the team's daily and weekly priorities, helping ensure consistent execution and goal alignment.
  • Schedule service tickets and technician assignments based on availability, ticket urgency, and client needs.
  • Track and escalate time-sensitive or high-priority tickets from start to finish - facilitating communication between internal teams to expedite resolution.
  • Compile and distribute daily and weekly client reporting, highlighting trends in service delivery performance, service level compliance, and team workload.
  • Assist in coordinating cross-functional efforts with other departments to streamline workflows and reduce delays in issue resolution.
  • Participate in service meetings and contribute to operational improvement initiatives by providing feedback based on ticket analysis.
Essential Functions:
  • Maintain visibility into service team operations by managing ticket flow and backlog organization.
  • Facilitate daily huddles in partnership with the Service Manager to align priorities.
  • Support real-time triage of escalated tickets and aid in assignment decisions.
  • Monitor performance against service agreements and recommend corrective actions when necessary.
  • Maintain accurate and timely updates in ticketing and scheduling systems.
Knowledge, Skills, and Abilities:
  • Strong organizational skills with the ability to manage multiple competing priorities.
  • Excellent communication skills, both verbal and written.
  • Ability to interpret and report on operational data and KPIs.
  • Familiarity with ticketing systems (ConnectWise, ServiceNow) and basic IT service workflows.
  • Strong attention to detail with a focus on customer service and service level agreement metrics.
  • Capability to identify workflow inefficiencies and suggest improvements.
  • Proficiency with Microsoft Office tools (Excel, Outlook, Teams) and service management systems.
Qualifications:
  • 2+ years of experience in a service coordination, dispatcher, or administrative support role (preferably in IT or technical services).
  • Customer service or technical support background preferred.
  • Experience working in fast-paced, high-volume environments.
  • Familiarity with ITIL, service desk, or managed services concepts is a plus.
Physical and Travel Requirements:
  • Ability to sit for extended periods and frequently use phone and computer systems.
  • May occasionally be required to lift up to 40 lbs.
  • Occasional travel may be required for training or operational meetings.
Work Hours:
  • Regular 1st shift business hours required.
  • Occasional weekend or evening work may be required based on workload or special projects.


Full-Time/Part-Time
Full-Time

Salary Range
$40,000-$50,000 (approximately). The actual compensation level is based on qualifications.

Position
Service Coordinator

Exempt/Non-Exempt
Exempt

Location
Kalamazoo

About the Organization
NuWave is an award winning, local organization full of outstanding people with a passion for knowledge and living up to the trust our clients have so dearly invested in us. We are a leading IT Managed Services Provider (MSP) with clients all over Michigan and offices in Kalamazoo and Grand Rapids.

https://nuwavepartners.com/about

This position is currently accepting applications.

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