Service Coordinator

Description

As a Service Coordinator at ServIT, you will play an important role in supporting the daily operations of our service delivery team. This position focuses on administrative coordination, ticket management, reporting, and ensuring service requests are properly tracked and addressed in a timely manner.

The ideal candidate is highly organized, detail-oriented, proactive, and comfortable managing multiple priorities in a fast-paced environment. You will work closely with technicians and management to monitor service activity, track outstanding tasks, and help maintain efficient workflows. A technical background is not required, but strong administrative skills, communication, and follow-through are essential.

Key Responsibilities

• Ticket Management & Monitoring: Create, update, and maintain accurate service tickets while monitoring queues for unassigned, aging, or outstanding requests and potential service level agreement (SLA) concerns.
• Daily Reporting: Prepare and distribute daily exception reports highlighting overdue tickets, outstanding issues, and items requiring management attention.
• Task Coordination & Follow-Up: Assist with coordinating service requests, technician assignments, and customer follow-ups to ensure outstanding tasks are addressed in a timely manner.
• Performance Reporting: Prepare and maintain technician and management scorecards, recurring reports, and service metrics to support operational oversight.
• Backlog Management: Assist with ticket backlog reviews, identifying trends, delays, and exceptions that require follow-up or escalation.
• Administrative & Leadership Support: Provide administrative assistance to service management, maintain accurate records, and ensure reports and relevant information are organized and current for leadership meetings.
• Team Collaboration & Process Improvement: Work closely with technicians and management to support efficient workflows, improve internal processes, and maintain effective communication across teams.

Requirements

• 1–3 years of experience in an administrative, office coordination, operations support, or similar role.
• Strong organizational skills with excellent attention to detail and the ability to manage multiple tasks and priorities.
• Excellent written and verbal communication skills.
• Strong follow-through skills and the ability to track outstanding items through completion.
• Proficiency in Microsoft Office Suite, particularly Excel, Word, and Outlook.
• Ability to prepare, maintain, and organize reports, spreadsheets, and other administrative documentation.
• Proactive, dependable, and resourceful, with strong problem-solving skills.
• Ability to work independently while collaborating effectively with team members and management.
• Comfortable learning new software, systems, and internal processes.
• Availability to work some holidays as part of a mandatory rotating holiday schedule.