Service Coordinator

2 weeks ago

Fort Smith, Arkansas, United States D-Best Technologies Full time $60,000 - $90,000 per year

About Us:

D-Best Technologies is a growing Managed Service Provider (MSP) dedicated to delivering exceptional IT support and strategic guidance to our clients. We are looking for a highly organized and proactive individual to become the central hub of our service delivery operation.

Position Summary:

The Service Coordinator is the "air traffic controller" for our technical team. This is a non-technical, process-driven role with the critical responsibility of managing the lifecycle of every service ticket, from initial creation to final resolution. You will own the service board, ensuring that the right resources are working on the right things at the right time.

Your primary mission is to maximize the efficiency and productivity of our technical staff by protecting them from distractions, managing their schedules, and ensuring our commitments to clients are met. This role is perfect for someone who thrives in a fast-paced environment and has a passion for organization, communication, and ensuring a consistent, high-quality client experience.

Key Responsibilities:

Ticket Triage & Intake Management

  • Act as the single point of contact for incoming client service requests.
  • Assess the urgency and impact of each issue to assign the correct priority based on our Service Level Agreements (SLAs).
  • Create, categorize, and prioritize service tickets in our system, ensuring all necessary information is documented accurately from the start.

Dispatch & Schedule Management

  • Manage and optimize the schedules and calendars for all technical staff.
  • Assign and dispatch service tickets to the appropriate technicians based on their skill set, current workload, and availability.
  • Monitor technician workloads to ensure an equitable distribution of assignments and prevent burnout.

SLA & Quality Assurance

  • Actively monitor all open tickets to ensure that SLA response and resolution times are met.
  • Proactively identify and escalate tickets that are at risk of breaching an SLA to the Service Desk Lead or Service Delivery Manager.
  • Ensure that technicians are keeping accurate time entries and documenting both their work and parts correctly according to company standards.

Communication & Coordination

  • Serve as the primary point of contact for clients seeking status updates on their tickets, protecting the technical team from interruptions.
  • Coordinate with clients and third-party vendors to schedule onsite visits and other service-related appointments.
  • Participate in daily huddles, weekly reviews, and other meetings, providing key service metrics to support discussions.

Qualifications and Skills:

Required:

  • Exceptional organizational, time-management, and multitasking skills with a keen attention to detail.
  • Outstanding customer service and communication skills (both written and verbal).
  • Ability to remain calm and effective in a fast-paced, high-pressure environment.
  • A strong sense of urgency and a commitment to process-driven results.

Preferred:

  • Experience in a dispatch, coordination, scheduling, or high-volume administrative role.
  • Experience working in a Managed Service Provider (MSP) or other IT service environment.
  • Experience with a Professional Services Automation (PSA) or ticketing system (e.g., ConnectWise, Autotask).

Benefits

  • Competitive salary commensurate with experience
  • Comprehensive benefits package, including health, dental, and vision insurance
  • Retirement plan with company matching
  • Generous paid time off and holidays
  • Collaborative and supportive work environment

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