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Service Coordinator

$60k - $73k

Talent Retriever

Brockton, MA
ACS Services, Inc. - Service Coordinator

Position Description

As an ACS Services, Inc. (ACS) Service Coordinator, you are the hub of our client service delivery, owning the flow of every ticket from intake through resolution. You triage incoming requests, schedule technicians, and keep clients informed at every step to ensure service level agreements are consistently met. This is a hybrid position based out of our Brockton, MA headquarters, with a mix of office and remote work. Position Responsibilities

  • Coordinate day-to-day client service delivery by managing the service board.
  • Monitor ticket queues against SLAs.
  • Triage incoming service requests.
  • Schedule and dispatch technicians.
  • Keep clients informed throughout the ticket lifecycle.
  • Follow up after ticket closure.
  • Coordinate with help desk, infrastructure, project, and account management teams.
  • Manage escalations.
  • Produce service reports for continuous improvement.
Reporting Relationship

Reports to: Service Delivery Manager Attributes

  • Organization
  • Communication
  • Sense of Urgency
  • Team-oriented
  • Client-centric
Skills, Experience and Qualifications

Skills

  • Empathy and fact-based decision making.
  • PSA/ticketing systems (ConnectWise preferred or Autotask).
  • Ticket triage, prioritization and dispatch.
  • Understanding of SLAs.
  • Technician scheduling.
  • Analytical mindset.
  • Process adherence.
Experience

  • Service coordination/dispatch/customer service, ideally in an MSP.
  • Managing competing priorities.
  • Ticketing/PSA reporting.
  • IT support terminology.
Qualifications

  • High school diploma required; associate or bachelor's degree preferred.
  • ITIL Foundation, ConnectWise or similar certifications are advantageous.
Compensation: $60,000-$73,000 annual salary
ACS Services, Inc. - Service Coordinator

Position Description

As an ACS Services, Inc. (ACS) Service Coordinator, you are the hub of our client service delivery, owning the flow of every ticket from intake through resolution. You triage incoming requests, schedule technicians, and keep clients informed at every step to ensure service level agreements are consistently met. This is a hybrid position based out of our Brockton, MA headquarters, with a mix of office and remote work. Position Responsibilities
  • Coordinate day-to-day client service delivery by managing the service board.
  • Monitor ticket queues against SLAs.
  • Triage incoming service requests.
  • Schedule and dispatch technicians.
  • Keep clients informed throughout the ticket lifecycle.
  • Follow up after ticket closure.
  • Coordinate with help desk, infrastructure, project, and account management teams.
  • Manage escalations.
  • Produce service reports for continuous improvement.
Reporting Relationship

Reports to: Service Delivery Manager Attributes

  • Organization
  • Communication
  • Sense of Urgency
  • Team-oriented
  • Client-centric
Skills, Experience and Qualifications

Skills

  • Empathy and fact-based decision making.
  • PSA/ticketing systems (ConnectWise preferred or Autotask).
  • Ticket triage, prioritization and dispatch.
  • Understanding of SLAs.
  • Technician scheduling.
  • Analytical mindset.
  • Process adherence.
Experience

  • Service coordination/dispatch/customer service, ideally in an MSP.
  • Managing competing priorities.
  • Ticketing/PSA reporting.
  • IT support terminology.
Qualifications

  • High school diploma required; associate or bachelor's degree preferred.
  • ITIL Foundation, ConnectWise or similar certifications are advantageous.
Compensation: $60,000-$73,000 annual salary
Apply
Vacancy posted 15 hours ago
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