Service Delivery Coordinator

Role & responsibilities

• Assign reactive service tickets to appropriate technical resources based on urgency, skills, and service level agreements.
• Schedule and dispatch remote and onsite engineers using the service management platform.
• Monitor ticket queues and ensure timely assignment and progression of service requests.
• Coordinate with other support teams to optimize technical resource utilization.
• Assist with scheduling smaller technical projects when required.
• Provide dispatch coverage for other support groups during staff absences or breaks.
• Monitor tickets from creation through completion and closure.
• Coordinate with clients to schedule or reschedule service requests and gather additional information.
• Communicate with engineers, Team Leads, and Account Managers regarding ticket priorities, critical issues, and scheduling requirements.
• Escalate service requests that cannot be addressed within agreed service levels.
• Ensure timely follow-up on customer communications and pending actions.
• Coordinate ticket triage received through phone, email, and service portals.
• Schedule technical resources for triage and initial assessment.
• Assist with answering incoming calls during periods of high call volume.
• Ensure critical and high-priority issues are promptly communicated to relevant stakeholders.
• Review ticket setup to ensure accurate assignment of department, agreement, work type, and priority.
• Review engineer time entries and ticket notes for accuracy and completeness.
• Conduct quality checks on completed tickets before closure.
• Monitor engineer utilization and identify opportunities to improve productivity.
• Use service dashboards to track unassigned, pending, overdue, and escalated tickets.
• Ensure tickets do not remain unattended or fall through the cracks.
• Report resource utilization and service request completion metrics to the Service Manager.
• Identify opportunities to improve service coordination and operational efficiency.
• Support initiatives that improve client satisfaction and technical resource productivity.
• Complete assigned training on service management processes and tools.
• Ensure all work is accurately documented in the service management platform.
• Manage changing priorities and multiple service requests effectively.
• Perform other service coordination activities as assigned.

Qualifications

• Experience in IT service coordination, service desk operations, dispatch, or a similar role.
• Understanding of IT support ticketing processes and service level agreements.
• Experience scheduling and coordinating technical resources.
• Familiarity with service management platforms such as ConnectWise or similar tools.
• Strong organizational and multitasking skills.
• Excellent verbal and written communication skills.
• Ability to prioritize tasks in a fast-paced environment.
• Strong attention to detail and problem-solving abilities.
• Ability to work collaboratively with technical teams and clients.
• Ability to monitor service queues and dashboards effectively.
• Ability to manage ticket assignment, follow-up, escalation, and closure within defined service levels.
• Strong ability to communicate critical issues and changing priorities to relevant stakeholders.

Preferred candidate profile

• Experience in a managed IT services or IT support environment.
• Familiarity with ticket dashboards and reporting tools.
• Understanding of engineer utilization, time tracking, and service ticket quality assurance.
• Experience coordinating remote and onsite technical resources.
• Experience monitoring service request completion metrics and resource utilization.
• Exposure to client service management, technical operations, and resource coordination

Core Objectives and Performance Metrics

• Timely assignment of reactive tickets within SLA requirements.
• Effective monitoring of service queues and dashboards.
• Prompt reassignment of tickets based on changing priorities.
• Accurate and timely review of engineer time entries.
• Quality review and closure of completed tickets.
• Improved resource utilization and productivity.
• Timely communication and escalation of critical service requests.