Keep Service Delivery Moving at PCI

PCI is looking for a highly organized, confident professional to join our team as a Service Operations Coordinator. In this role, you will help ensure service requests, technician schedules, recurring obligations, onsite visits, and project tasks are properly prioritized, assigned, tracked, and completed.

You will serve as a central coordination point across our service delivery teams, helping employees and clients stay informed while keeping work moving. This position is well suited for someone who enjoys solving scheduling challenges, maintaining order in a fast-paced environment, and holding others accountable to clear processes and commitments.

What You Will Do

• Review incoming service tickets for completeness, urgency, business impact, and appropriate priority.
• Route work to the appropriate technician or service queue.
• Monitor ticket aging, follow-up activity, and service-level commitments.
• Escalate stalled, unassigned, overdue, or at-risk work.
• Maintain accurate technician schedules and balance workloads based on priority, skills, availability, and capacity.
• Coordinate onsite visits, recurring service obligations, maintenance windows, and project tasks.
• Communicate scheduling updates and changes clearly to clients and internal teams.
• Track client approvals, access requirements, dependencies, and other scheduling prerequisites.
• Ensure active tickets have an assigned owner and a documented next action.
• Identify scheduling conflicts, capacity concerns, and service delivery risks.
• Prepare operational reporting related to ticket aging, resource utilization, schedule coverage, service levels, and overdue work.
• Collaborate with technical resources, project teams, leadership, and clients to support a consistent service experience.

What Will Help You Succeed

• Previous experience in service coordination, dispatch, scheduling, or a related operational role.
• Exceptional organization and the ability to manage multiple priorities in a fast-moving environment.
• Strong written and verbal communication skills.
• High attention to detail and a commitment to accurate documentation.
• The ability to assess priorities quickly and adjust schedules as conditions change.
• Confidence enforcing established processes, setting appropriate boundaries, and communicating constraints.
• Sound judgment, dependable follow-through, and a strong sense of ownership.
• A collaborative approach when working with technical teams, project teams, leadership, and clients.
• Proficiency with Microsoft 365 applications or the ability to learn them quickly.
• A practical, process-oriented mindset focused on keeping work moving.

Preferred Experience

• Previous service coordination experience within a managed services, IT service delivery, or comparable technical services environment.
• Familiarity with technical service delivery, support operations, or project scheduling.
• An understanding of technical terminology, technical resource capabilities, and workflow dependencies.
• Experience using Autotask or a comparable ticketing or professional services automation platform.
• Experience working within the Entrepreneurial Operating System (EOS) or another structured operating framework.

About PCI

PCI helps organizations create greater certainty through modern technology, cybersecurity, cloud, Microsoft solutions, AI governance, and managed IT services. We work across teams to understand business needs, communicate clearly, and build long-term client relationships.

FLSA Category – Non-Exempt, full-time

Supervisory Responsibility – None

Compensation: $25 - $30/hour

Work Environment: Buffalo, NY (Hybrid)

Interested, but do not meet every requirement? Please apply.

We value potential, transferable experience, and a willingness to learn.