Service Coordinator

2 weeks ago

Quezon City, National Capital Region, Philippines ScalableOS Full time

This is a remote position.

SUMMARY

The Service Coordinator serves as the single operational point of contact for internal teams - ensuring the timely management, resolution, and documentation of service tickets. This role focuses on driving efficiency within the service team by managing and prioritizing incoming ticket requests, as well as ticket backlog.  The main aspect of this role will be facilitating daily scheduling and the completion of service tickets from start to finish.  In addition, this position will be responsible for coordinating escalations as needed and producing KPI-driven reporting. The Service Coordinator works closely with the Service Manager to set the tone and direction for the team's performance - fostering alignment, accountability, and continuous improvement in service delivery.

This position is critical for ensuring that operational workflows remain efficient, transparent, and aligned with the company's elite service level expectations.

JOB RESPONSIBILITIES
  • Proactively manage and monitor incoming ticket requests and the ticket backlog, prioritizing and assigning tickets to maintain service level commitments for multiple clients and optimize team efficiency.
  • Collaborate with the Service Manager to structure the team's daily and weekly priorities, helping ensure consistent execution and goal alignment.
  • Schedule service tickets and technician assignments based on availability, ticket urgency, and client needs.
  • Track and escalate time-sensitive or high-priority tickets from start to finish - facilitating communication between internal teams to expedite resolution.
  • Compile and distribute daily and weekly client reporting, highlighting trends in service delivery performance, service level compliance, and team workload.
  • Assist in coordinating cross-functional efforts with other departments to streamline workflows and reduce delays in issue resolution.
  • Participate in service meetings and contribute to operational improvement initiatives by providing feedback based on ticket analysis.
  • Proactively manage and monitor incoming ticket requests and the ticket backlog, prioritizing and assigning tickets to maintain service level commitments for multiple clients and optimize team efficiency.
  • Collaborate with the Service Manager to structure the team's daily and weekly priorities, helping ensure consistent execution and goal alignment.
  • Schedule service tickets and technician assignments based on availability, ticket urgency, and client needs.
  • Track and escalate time-sensitive or high-priority tickets from start to finish - facilitating communication between internal teams to expedite resolution.
  • Compile and distribute daily and weekly client reporting, highlighting trends in service delivery performance, service level compliance, and team workload.
  • Assist in coordinating cross-functional efforts with other departments to streamline workflows and reduce delays in issue resolution.
  • Participate in service meetings and contribute to operational improvement initiatives by providing feedback based on ticket analysis.
QUALIFICATIONS
  • 2+ years of experience in a service coordination, dispatcher, or administrative support role (preferably in IT or technical services).
  • Customer service or technical support background preferred.
  • Experience working in fast-paced, high-volume environments.
  • Familiarity with ITIL, service desk, or managed services concepts is a plus.
  • Strong organizational skills with the ability to manage multiple competing priorities.
  • Excellent communication skills, both verbal and written.
  • Ability to interpret and report on operational data and KPIs.
  • Familiarity with ticketing systems (ConnectWise, ServiceNow) and basic IT service workflows.
  • Strong attention to detail with a focus on customer service and service level agreement metrics.
  • Capability to identify workflow inefficiencies and suggest improvements.
  • Proficiency with Microsoft Office tools (Excel, Outlook, Teams) and service management systems.
JOB REQUIREMENTS
  • Should be willing to accept a long-term work-from-home arrangement.
  • Should be amenable to a permanent night shift schedule.

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