IT Service Delivery Coordinator

This is a hands-on operational leadership position-not a senior engineering role. You will manage the daily activities of our six-person IT department, ensuring technicians are scheduled effectively, service requests are prioritized appropriately, customers are informed, and commitments are consistently met. You will coach and lead employees while keeping the moving parts moving.

What You’ll Be Doing - Service Coordination & Dispatching

· Manage daily technician scheduling, dispatching, and workload distribution.

· Oversee service requests, ticket prioritization, and assignments in ConnectWise PSA.

· Monitor open tickets, SLAs, escalations, and customer commitments.

· Coordinate reactive support, proactive maintenance, onsite visits, and project-related activities.

· Anticipate scheduling conflicts, resolve bottlenecks, and ensure no follow-up falls through the cracks.

Team Leadership & Accountability

· Lead, motivate, coach, and manage a team of six IT professionals.

· Set clear expectations; recognize success and address performance issues constructively.

· Conduct daily huddles and regular coaching conversations.

· Build a collaborative, positive team culture while maintaining high standards.

Managed IT Service Delivery

· Apply knowledge of MSP service delivery, SLAs, and technical escalation procedures.

· Coordinate resources for networking, Microsoft 365, cybersecurity, servers, endpoints, and backups.

· Monitor ConnectWise RMM alerts and ensure actionable issues are assigned and addressed.

· Work with senior technical resources on recurring problems and track service KPIs.

Customer Experience

· Ensure timely, professional customer updates and proactively communicate delays.

· Handle service concerns and escalations with confidence and empathy.

· Build customer trust through clear communication and consistent follow-through.

Are You the Person Who Keeps Everything Running Smoothly?

Are you exceptionally organized, thrive in a fast-paced environment, and enjoy bringing structure to a busy service operation? Do you have the ability to juggle multiple priorities, coordinate technical resources, and ensure nothing falls through the cracks?

Are you a natural leader who motivates people, builds a strong team, and holds employees accountable while maintaining a positive, supportive environment? If you understand how a Managed IT Services Provider (MSP) operates and have a passion for organization, leadership, and customer service, we’d love to meet you!, · Exceptional organization, attention to detail, multitasking, and follow-through.

· Experience in service dispatching, scheduling, coordination, or related service operations.

· Strong leadership skills, including coaching and holding people accountable.

· Working knowledge of MSP operations and practical IT concepts: networks, Microsoft 365, cybersecurity, and business IT support.

· Experience with ticketing or PSA systems; excellent communication and customer service skills.

· Ability to stay calm, focused, and decisive in a fast-paced environment.

Preferred Qualifications

· Previous experience at an MSP and with ConnectWise PSA and ConnectWise RMM.

· Three or more years in IT service coordination, dispatching, or management.

· Experience leading a technical team and using SLA, utilization, and service delivery metrics.

What Makes Someone Successful?

You are incredibly organized; thrive on coordinating people and priorities; lead with confidence and kindness; understand IT service delivery without needing to be the most technical person in the room; take ownership; communicate exceptionally well; and deliver results., * Team management: 3 years (Required)

Join an established, family-owned organization where relationships, integrity, teamwork, and exceptional customer service matter. You’ll have the opportunity to improve IT operations, develop a strong technical team, and create an outstanding customer experience.

Ready to Join Our Team?

If you’re an organized, confident, people-focused leader with MSP service delivery knowledge, we’d love to hear from you. Apply today and tell us why you’re the right person to help lead ET&T’s IT service operations.

ET&T is an equal opportunity employer.

Pay: $60,000.00 - $70,000.00 per year, * 401(k)

• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Vision insurance

ET&T is a third-generation, family-owned and women-owned technology company located in Bethlehem, Pennsylvania. For more than 55 years, we’ve helped organizations throughout Eastern Pennsylvania operate more efficiently, securely, and confidently. We provide Managed IT Services, Cybersecurity, Business Phone Systems, and other technology solutions. We take pride in our long-standing customer relationships, dedicated employees, and commitment to exceptional service.