Service Desk Coordinator (In-Office)

The Service Delivery Coordinator is the first voice our clients hear and the person who makes sure work actually moves.

You’ll take client calls, build clean tickets, decide who works what and when, and stay on top of the board all day as priorities shift. You’ll chase the handoffs between technicians so nothing sits in the seam. And you’ll be the one who tells a client the honest status before they have to ask for it.

Be clear-eyed about the day: Client communication comes first. Everything else - the tooling, the AI, the process work - exists to make that part go well, not to replace it.

We are not asking you to fix servers. We’re asking you to run the front of the house well enough that our technicians can stay heads-down on the work. Our Director of Operations owns the technical calls and backs you up on anything that needs an engineer’s judgment - you escalate, he decides.

You do need to learn our technology. Not to a technician’s depth, but far enough to know when a ticket description doesn’t add up, when a priority is real, and how to explain a problem to a client in plain English without guessing. We will teach you. You have to want to learn it.

What You’ll Own

• Inbound client calls - professional, confident, reassuring
• Clean, accurate ticket creation with correct priority, classification, and detail
• Triage and assignment; re-balancing the board through the day to protect SLAs
• Handoffs between technicians - context transferred, ownership explicit, nothing dropped
• Proactive follow-up on aging, stalled, and reopened tickets
• Using our AI tooling to spot patterns before they become escalations - repeat callers, recurring device failures, work that’s quietly stalled
• Feeding back what the tools get wrong so we can fix them
• Client contracts and service agreements - knowing what’s covered and what isn’t
• Setting expectations with clients: firm, polite, calm, accurate
• On-call rotation scheduling and after-hours routing
• Documentation - process notes, ticket quality, keeping internal knowledge current
• Serving as the communication hub between clients, technicians, and leadership, We measure this role. You’ll have a scorecard with a handful of clear numbers - response times, ticket quality, scheduling compliance - and you’ll see them, not just your manager. Our systems prompt you through the process rather than leaving you to remember it.

We’re deliberately building an AI-driven operation, which means the tooling changes underneath you and you’re expected to have opinions about it. If you like knowing exactly what good looks like and want a hand in shaping how the work gets done, you’ll like it here. If you’d rather be judged on impressions and left alone with a static process, this isn’t the seat.

Why This Role Is Worth Your Time

You’ll work directly under our Director of Operations with real authority over how work flows and real visibility into how the business runs. We’re building an AI-driven service operation from the inside out, and the person in this seat is the first to use everything we build. This is a seat with room to grow into operations leadership.

• Exceptional verbal and written communication - you can defuse a frustrated client and press a technician for a real answer in the same hour
• Genuine curiosity about technology and a track record of teaching yourself things
• Real curiosity about AI and a demonstrated habit of using it - not “I’ve heard of ChatGPT,” but you’ve actually put it to work on something and can tell us what it did well and where it fell down
• Comfort learning a new tool without a manual and figuring out what it’s good for
• Follow-through. If you say you’ll call someone back at two o’clock, you call at two o’clock
• Comfortable working inside a defined process, and comfortable holding others to it
• Calm with several plates spinning
• Clear, disciplined written documentation
• Discretion and professionalism - you’ll handle sensitive client information daily

Preferred

• Prior MSP, help desk, dispatch, or service coordination experience
• Ticketing system exposure (Autotask, ConnectWise, or similar)
• Front-line customer service in a technical, medical, or other high-stakes environment
• CompTIA A+ or similar coursework, current or in progress, * Dispatching /Coordinating: 3 years (Preferred)

Professional development assistance, Tuition reimbursement, 401(k), Health insurance, Retirement plan, 401(k) matching, Paid time off, Vision insurance Full-time, BCBS Health and Dental Insurance Gold Plan (company pays 1/2 of the single rate)

• One week vacation after one year, 2 weeks after 3 years, 3 weeks after 5 years
• Employer Paid Life insurance policy of $10,000
• Employer Paid Cancer policy of $10,000, critical care policy of $10,000
• Employer Paid Accidental death benefit of $3,000
• 7 % Employer Contribution to 401k retirement savings plan.

Pay: $50,000.00 - $52,500.00 per year, * 401(k)

• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Tuition reimbursement
• Vision insurance

Application Question(s):

• This is an in-office position (not remote)
• Stable work hostory.

We’re an established Managed Services Provider with 25+ years delivering IT and cybersecurity services to businesses across the Gulf Coast. Our clients call us when something is broken and their day has stopped. What they get from us is calm, competence, and follow-through.

We’re also doing something most MSPs our size aren’t: rebuilding how service delivery actually runs on top of AI. Our systems already read incoming tickets, surface prior fixes, flag repeat problems, and push next-step prompts to the right person at the right moment. This role sits at the center of that - not as an observer, but as someone who uses those tools daily and helps make them sharper.