IT Service Coordinator

Job Title: IT Service Coordinator (Fully Remote)

Location: PST Time Zone (Remote)

Company: USA-Based Managed Service Provider (MSP)

Job Description

We’re looking for a professional, highly organized IT Service Coordinator to join our team! This fully remote position is an excellent opportunity for someone with strong project management, scheduling, and coordination skills to play a key role in ensuring our service desk and service operations run smoothly.

The ideal candidate is proactive, detail-oriented, and confident managing multiple tasks, projects, and schedules simultaneously. You will be responsible for coordinating service desk tickets, scheduling technicians, tracking project progress, communicating with clients, and ensuring that the right resources are allocated to each task.

While a technical background is beneficial, you do not need to be highly technical for this role. We have dedicated technical resources to handle complex troubleshooting. However, you should have enough technical understanding to coordinate service requests effectively, identify the appropriate resources, and assist with ordering the necessary equipment and parts.

This is an excellent opportunity for someone who enjoys bringing structure to busy operations, keeping projects on track, and delivering an exceptional client experience.

Responsibilities

• Coordinate incoming service desk tickets and ensure they are assigned to the appropriate technicians.
• Manage scheduling and dispatching of technicians based on priorities, availability, and project requirements.
• Coordinate multiple projects and service requests, ensuring tasks are completed on time and progress is tracked.
• Assess ticket urgency and coordinate escalations to the appropriate technical resources when necessary.
• Maintain clear, professional communication with clients, technicians, and internal teams.
• Monitor ticket queues and project timelines, following up to ensure outstanding tasks are completed.
• Coordinate the ordering of IT equipment, components, and replacement parts required for service requests and projects.
• Track equipment orders, delivery timelines, and other project-related dependencies.
• Ensure service requests and projects are organized, documented, and managed efficiently.
• Provide excellent customer service through a friendly, professional, and solutions-oriented approach.

Qualifications

• Minimum of 2 years of experience in a service coordination, service desk, project coordination, or similar operational role.
• Strong project management and organizational skills, with the ability to manage multiple schedules, tasks, and deadlines.
• Experience scheduling technicians, coordinating service requests, or managing project workflows.
• Sufficient technical understanding to coordinate IT services and identify when specialist support is required. Advanced technical expertise is not essential.
• Ability to coordinate equipment and parts ordering and track orders through to delivery.
• Experience working in a Managed Service Provider (MSP) environment is advantageous.
• Strong personality with excellent attention to detail and follow-through.
• Excellent written and verbal English communication skills.
• Ability to communicate effectively with clients, technicians, and internal stakeholders.
• Comfortable working in a fast-paced environment and managing competing priorities.
• Experience with ticketing systems, scheduling tools, or project management platforms.
• Typing speed of 50+ WPM.
• Previous managerial or team coordination experience is a plus.

Nice to Have

• Previous experience coordinating service desk or field service operations.
• Experience managing IT projects, technician schedules, equipment procurement, or parts ordering.
• Familiarity with MSP workflows, service-level agreements (SLAs), and ticket prioritization.
• Strong interpersonal skills and the ability to build positive relationships with clients and team members.
• A proactive, solutions-focused mindset with a strong sense of ownership and accountability.

Benefits

• Fully remote position.
• Opportunity for growth and professional development.
• Training and mentorship from experienced leadership.