Service Desk Coordinator

Elevate Technology Solutions invites you to join a collaborative, client-focused team in Brockton, MA, offering a hybrid work arrangement and a competitive annual salary of USD 55,000 - 75,000 per year. The Service Desk Coordinator serves as the central liaison between clients and our technical support teams, overseeing the flow of service requests and coordinating technician schedules to ensure a smooth, high-quality experience from initial contact through resolution.

Responsibilities

• Act as the main point of contact for client support requests received by phone, email, or the ticketing system.
• Capture, categorize, and document incidents and service requests with precise detail.
• Assess urgency and business impact to route requests in alignment with SLAs.
• Plan and coordinate technician schedules to maximize resource use and response speed.
• Monitor ticket queues, aging, and SLA metrics, escalating issues as needed.
• Arrange onsite visits, maintenance tasks, and project-related work while keeping clients and technicians informed.
• Perform quality checks on service tickets to ensure complete documentation, accurate time tracking, and clear client communications.
• Maintain regular updates with clients regarding ticket status, scheduled work, and next steps.
• Identify opportunities to improve processes and propose solutions that enhance service delivery and efficiency.
• Adhere to and implement established service desk processes, procedures, and best practices.

Requirements

• Strong customer service and relationship management skills.
• Excellent verbal and written communication abilities.
• Exceptional organizational, scheduling, and multitasking capabilities.
• Strong attention to detail and follow-through.
• Ability to prioritize competing demands in a fast-paced environment.
• Experience with ticketing, dispatching, or scheduling systems.
• Familiarity with IT terminology and technical support environments.
• Ability to collaborate across teams while maintaining a customer-first mindset.
• High School Diploma or equivalent required.
• Associate or Bachelor’s degree in Information Technology or a related field preferred.

Technologies

• ConnectWise