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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Desk Coordinator (In-Office) - **Company:** Business Information Solutions, Inc. - **Location:** Robertsdale, AL, United States - **Experience:** Experienced - **Salary:** $50,000.0 - $52,500.0 - **Contract:** Temporary contract - **Skills:** Artificial Intelligence, Issue Tracking Systems, Microsoft Office, GPT - **Published:** August 4, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=7357e09b10eaae49 ## About the Role * 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) ## Description 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. ## Related Videos - [From Global Capability Centers to AI-Powered Command Centers](https://www.wearedevelopers.com/videos/100096-from-global-capability-centers-to-ai-powered-command-centers) - [Recruiting in 2025: Will AI Help or Take Over?](https://www.wearedevelopers.com/videos/1301-recruiting-in-2025-will-ai-help-or-take-over) - [ Evaluating AI models for code comprehension](https://www.wearedevelopers.com/videos/1462-evaluating-ai-models-for-code-comprehension) - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [7 tips for releasing on a Friday afternoon: YouTrack to the rescue](https://www.wearedevelopers.com/videos/204-7-tips-for-releasing-on-a-friday-afternoon-youtrack-to-the-rescue) - [Streaming AI Responses in Real-Time with SSE in Next.js & NestJS](https://www.wearedevelopers.com/videos/1630-streaming-ai-responses-in-real-time-with-sse-in-next-js-nestjs) ## Related Articles - [The Prompt Engineer ✍️](https://www.wearedevelopers.com/magazine/216-the-prompt-engineer) - [Prompt Engineering is a Job of the Past](https://www.wearedevelopers.com/magazine/342-prompt-engineering-is-a-job-of-the-past) - [Dev Digest 120 - Apple and peers](https://www.wearedevelopers.com/magazine/455-dev-digest-120-apple-and-peers) - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [Dev Digest 121 - AI goes offline](https://www.wearedevelopers.com/magazine/456-dev-digest-121-ai-goes-offline) - [What Industries Outside of AI Are Hiring The Most AI Experts?](https://www.wearedevelopers.com/magazine/98-what-industries-outside-of-ai-are-hiring-the-most-ai-experts)