ROLE SUMMARY

Our client is looking for a Service Coordinator, who will be the key first point of contact for the clients. Best-in-class service and customer satisfaction are very important for this role. He/she is also responsible for attaining the maximum utilization and productivity of their MSP remote services, field and systems, and infrastructure engineers through daily service requests. The success of the service delivery is centered around how well each department integrates and the careful planning and logistics around it. With that, the Service Coordinator must embody the company’s core values: respect, teamwork, a client-first mentality, and self-improvement.

WORK SCHEDULE: 8:00 AM – 5:00 PM Pacific Daylight Time (11:00 PM – 8:00 AM Philippine Standard Time), follows Philippine holidays

POSITION TYPE: Full Time

WORK ARRANGEMENT: Remote

ESSENTIAL FUNCTIONS:

• Manage the day-to-day coordination of all engineers in the managed services department
• Answer all incoming requests and ongoing communication from all managed service clients via telephone, email, and the ConnectWise ticketing system
• Curate and orchestrate service requests in the ticketing system, assign, and schedule MSP service engineers in a highly responsive manner
• Assist in ensuring all engineers are within SLA for response and resolution KPIs
• Assist in ensuring CSAT scores in the service department are meeting set goals
• Communicate with clients as required, and make sure they are informed and notified of any major changes and delays in service delivery
• Assist in ensuring engineers keep documentation up to date for all managed services
• Assist in enforcing SOPs, processes, and internal policies for the managed services department
• Provide regular reports to the managed services director and escalations to team leaders
• Identify and assist in implementing service delivery model improvements for the customer and the company following the EOS process
• Participate in Interdepartmental meetings, check-in meetings, and project progress meetings, including hosting and meeting notetaking
• Assist in other scheduling and oversight, timesheet review, billing, and administrative tasks needed by the Managed Services Director

QUALIFICATIONS:

• A bachelor’s degree in a related field is an advantage
• Experience with ConnectWise PSA is a plus
• Strong computer aptitude, which includes expertise with Microsoft 365 applications
• Experience in a multi-client environment
• Strong organization and oral and written communication skills
• Analytical skills with particular attention to detail
• Aptitude in data management, analytics, reporting preparation
• Ability to function in an autonomous environment—independent worker, self-directed

Please refer to job description.