Managed Service Coordinator

Job Description

Job Description

ERGOS Technology Partners is an international managed IT services provider headquartered in Houston, Texas, delivering end-to-end computer support and services to businesses and organizations of all sizes across the country. We are seeking a Collections Officer to support our Finance and Accounting team in our headquarters in Houston, Texas.

About This Role

We are looking for an experienced, detail-oriented Service Coordinator to support the day-to-day operations of an assigned POD. The Service Coordinator serves as a central coordination point between clients, technical resources, and the client account team to ensure service requests are appropriately prioritized, scheduled, communicated, and completed within established service expectations.

In addition to coordinating remote and onsite service delivery, this role supports client procurement needs, follows up on outstanding requests and action items, monitors ticket progress and SLA performance, and provides administrative and operational support to the client account team.

The ideal candidate is highly organized, proactive, comfortable communicating directly with clients, and able to identify when something needs attention before it becomes an escalation.

Key Responsibilities

Service Coordination & SLA Management

• Monitor the assigned POD's service boards and ticket queues throughout the day to ensure requests are appropriately prioritized and progressing according to established SLAs.
• Coordinate and schedule remote and onsite service delivery based on client needs, technician skillset, priority, and availability.
• Assign and coordinate customer requests with the appropriate technical resources.
• Track service requests from intake through completion, proactively following up on tickets that are aging, stalled, awaiting scheduling, or approaching SLA thresholds.
• Identify service delivery risks or recurring issues and escalate concerns to the appropriate POD or operational leader.
• Assist with prioritizing and coordinating workload across the POD to ensure urgent and client-impacting issues receive appropriate attention.
• Maintain clear and accurate ticket documentation, scheduling information, client communications, and follow-up activities.
• Monitor client satisfaction and feedback and escalate concerns when additional attention is required.

Client Communication & Follow-Up

• Serve as a coordination point for clients regarding open service requests, scheduling, status updates, and outstanding action items.
• Proactively follow up with clients when additional information, approvals, scheduling, or decisions are required to move a request forward.
• Assist with resolving client inquiries and service concerns quickly and professionally.
• Gather and communicate client feedback to the appropriate technical, service delivery, or account team members.
• Liaise between clients and internal departments when coordination across teams is required.
• Ensure clients receive timely updates when service requests are delayed, reassigned, or require additional action.

Procurement Coordination

• Liaise with clients regarding technology procurement needs, including equipment, licensing, peripherals, and other approved technology purchases.
• Coordinate procurement requests with internal purchasing, sales, technical, and account team resources as appropriate.
• Follow up on quotes, approvals, orders, shipping status, delivery timelines, and other outstanding procurement actions.
• Maintain visibility into procurement-related tickets and ensure client and internal stakeholders are updated on status and next steps.
• Help ensure procurement requests transition appropriately into scheduling, installation, or project activities once equipment or services are available.

Account Team Support

• Provide operational and administrative support to the Client Account Team, including Account Managers, Lead Consultants, and other assigned client-facing resources.
• Track and follow up on client commitments, open action items, and service-related requests identified by the account team.
• Assist with gathering ticket, service, procurement, and operational information needed for client meetings and account reviews.
• Help coordinate follow-up activities resulting from client meetings, service reviews, or account-team discussions.
• Surface trends, recurring concerns, aging requests, or service-delivery risks to the account team so they can be addressed proactively.
• Support consistent communication between the account team and service delivery resources within the POD.

Operational Support

• Monitor service delivery performance and help ensure compliance with company policies, procedures, and service standards.
• Maintain strong communication with technical resources, account teams, and operational leadership regarding workload, scheduling, and client needs.
• Identify opportunities to improve coordination, communication, and service-delivery processes.
• Assist with additional POD operational responsibilities as business and client needs evolve.

Qualifications

• High school diploma required; associate's degree or equivalent professional experience preferred.
• Previous experience in service coordination, dispatch, customer service, account support, or a similar operational role.
• Experience working in a managed services, IT services, professional services, or other service-delivery environment preferred.
• Strong organizational skills with demonstrated ability to manage multiple priorities, deadlines, and follow-up items simultaneously.
• Excellent written and verbal communication skills with the ability to communicate professionally with clients and internal teams.
• Strong attention to detail and demonstrated ability to follow requests through to completion.
• Comfortable identifying priorities, coordinating resources, and escalating issues when appropriate.
• Ability to work independently while collaborating effectively within a POD/team environment.
• Proficiency with Microsoft Office/Microsoft 365 applications; experience with PSA, ticketing, CRM, or service-management platforms preferred.

Key Success Characteristics

Successful Service Coordinators are:

• Proactive: They identify stalled requests, missing information, and potential SLA concerns before someone has to ask.
• Accountable: They maintain ownership of coordination and follow-through even when another team or resource is responsible for completing the work.
• Client-focused: They understand that communication and follow-up are an important part of the client experience.
• Organized: They can manage tickets, schedules, procurement requests, client commitments, and competing priorities without losing visibility.
• Collaborative: They act as a connector between clients, technical teams, procurement, and the client account team.