Service Desk Coordinator (In Office)

Job DescriptionJob Description

Location: Robertsdale / Baldwin County, AL
Type: Full time In office
Compensation: $21.15 - $24.20 per hour (based on experience)

The Role

The Service Desk Coordinator is the first voice our clients hear and the traffic controller for our service team.

You will answer calls, create and triage tickets, understand our client contracts and SLAs, assign and re assign tickets, manage on call scheduling, and communicate clearly with both clients and technicians.

This role requires confidence, professionalism, strong communication, and the ability to calmly enforce process-even under pressure.

Primary Responsibilities

• Answer inbound client calls professionally and confidently
• Create clean, accurate service tickets with proper priority and classification
• Triage and assign tickets to the appropriate technician
• Monitor and re balance tickets throughout the day to protect SLAs
• Understand client contracts and service agreements
• Set expectations clearly with clients (firm, polite, and calm)
• Schedule on call rotations and route after hours issues properly
• Serve as the communication hub between clients, technicians, and operations leadership
• Maintain strict confidentiality and professionalism at all times

What We're Looking For

Required

• Excellent verbal and written communication skills
• Professional, personable, and confident demeanor
• Calm under pressure; able to handle multiple priorities
• Strong sense of accountability and discretion
• Process oriented mindset
• Comfortable enforcing rules and saying "no" professionally

Preferred (not required)

• Experience in an MSP, help desk, or service coordination role
• Familiarity with ticketing systems (Autotask, ConnectWise, etc.)
• Basic understanding of SLAs and service delivery workflows

Important Notes

• This is an in office position (not remote)
• This role requires maturity, discretion, and professionalism
• Gossip, side channel communication, or blurred boundaries are not part of our culture

Why This Role Matters

This position directly impacts:

• Client satisfaction
• Technician productivity
• SLA performance
• Overall service delivery quality

If you enjoy being organized, communicating clearly, and keeping things running smoothly, you'll thrive here.

Company DescriptionWe are a fast-growing IT solutions provider specializing in managed services, cloud technologies, cybersecurity, and strategic IT consulting. With over 25 years of industry experience, we empower businesses to thrive through innovative technology and expert support.Company DescriptionWe are a fast-growing IT solutions provider specializing in managed services, cloud technologies, cybersecurity, and strategic IT consulting. With over 25 years of industry experience, we empower businesses to thrive through innovative technology and expert support.