Job Description
The Service Delivery Coordinator supports the delivery of managed services across an assigned portfolio of client accounts. This role is execution-focused, responsible for the day-to-day service coordination activities that keep client communications and service tracking running smoothly: monitoring ticket activity, tracking open requests, facilitating client communications, and ensuring service activities are progressing in line with service level objectives.
The Service Delivery Coordinator also works alongside Service Delivery Managers on larger accounts, handling operational support tasks that allow the manager to focus on higher-complexity coordination and communication work. This role develops deep familiarity with client environments and internal service delivery processes.
Key Responsibilities
- Serve as the primary day-to-day service contact for an assigned portfolio of managed services clients, managing routine communications and ensuring service activity is tracked and progressing.
- Conduct regular check-in calls and service touchpoints with assigned clients, maintaining visibility into open items, client satisfaction, and upcoming needs.
- Prepare and distribute standard service reports for assigned accounts, including ticket summaries, service level objective performance, and open action item tracking.
- Monitor ticket queues, ensuring open incidents and requests are progressing appropriately and flagging items at risk of missing service level objectives.
- Track and follow up on outstanding client requests, coordinating with the service desk and engineering teams to drive timely resolution.
- Support client onboarding activities for assigned accounts, ensuring documentation is completed and service delivery is established per the contract.
- Assist with preparation of materials for monthly, quarterly, and annual business reviews, including service performance summaries, ticket trend data, and open action item tracking.
- Provide operational support on accounts that require additional coordination, including ticket monitoring, action item tracking, and internal follow-up.
- Communicate service updates, incident status, and resolution summaries to clients as directed.
- Assist with coordinating internal resources for scheduled maintenance, change requests, and project activities affecting assigned client accounts.
- Maintain accurate and up-to-date records of client interactions, open items, and service activity within internal systems.
- Identify recurring issues or patterns within client environments and surface them to the appropriate team or engineer for review and resolution.
- Contribute to documentation and improvement of service delivery workflows and client-facing procedures.
- Support escalation activities by gathering relevant context, ticket history, and client communication records to enable faster resolution by senior team members.
Qualifications
- 2 – 4 years of experience in IT service coordination, account support, service desk operations, or a related client-facing IT role.
- Experience working in a Managed Service Provider (MSP) or IT services environment preferred.
- Familiarity with ITIL-based service management concepts and ticketing platforms (ConnectWise, Autotask, or similar).
- Strong organizational skills with the ability to manage multiple open items and client priorities simultaneously without losing track of details.
- Clear, professional communication skills (written and verbal), with comfort in client-facing interactions.
- A service-oriented mindset with a proactive approach to follow-through and issue resolution.
- Basic understanding of IT infrastructure concepts sufficient to communicate effectively with clients and internal engineering teams about common service topics.
Preferred Qualifications
- ITIL Foundation certification or interest in pursuing it.
- Experience preparing client-facing reports or service documentation.
- Familiarity with RMM platforms and how managed services are delivered operationally.
- Experience supporting cybersecurity or MSSP service environments.
- Bachelor's degree in Information Technology, Business, or a related field, or equivalent experience.
Work Environment & Physical Requirements
- Ability to sit and work at a computer for extended periods (e.g., several hours at a time).
- Requires regular use of a computer, keyboard, mouse, and other standard office equipment.
- Ability to communicate effectively via phone, Slack, email, and video conferencing tools.
- Must maintain a safe and ergonomic home workspace, with a stable and fast internet connection.
Benefits
We offer a comprehensive benefits package which may include:
- Medical Insurance
- Dental Insurance
- Vision Insurance
- 401(k) retirement plan with company match (annual dollar cap applied)
- Flexible time off plan
- 15 paid holidays
- Sick leave (amount varies by state requirements and is at least the minimum required by any state)
- Short-term and long-term disability
- Life insurance
- Paid parental leave
We’re an Equal Opportunity and Affirmative Action Employer and welcome applicants from all backgrounds. We consider qualified candidates without regard to any legally protected status. This role is subject to applicable employment laws based on work location. In compliance with pay transparency laws, the compensation range for this role is included, with final pay based on experience, skills, and location. We participate in E-Verify to confirm employment eligibility and are happy to provide reasonable accommodations throughout the hiring process—just let us know how we can help.
2 – 4 years of experience in IT service coordination, account support, service desk operations, or a related client-facing IT role.
Key Responsibilities
- manage communications
- track items
- prepare reports
Skills & Tools
ConnectWise, Autotask
Job Details
- Category: Information Technology
- Seniority: Mid Level
- Commitment: Full Time
- Workplace: Remote — Remote, Remote, United States
- Salary: USD 55,000 – 75,000 / year
- Languages: English
About Redesign Careers
Provides IT service coordination and managed services support. — Industry: Information Technology