Service Delivery Coordinator - Remote

GSD Staffing; Bogotá ciudad; A distancia; COP 43.681.000 - 52.322.000; Jornada completa

Descripción de la vacante

US-Based Partner Company is seeking an experienced Service Delivery Coordinator to support a US MSP serving multiple client environments. You will be the central point for customer communication, ticket coordination, and technician scheduling, ensuring service quality and timely updates for all stakeholders.

The role emphasizes organization, proactive service delivery, and the ability to work with MSPs, IT service desks, or PSA platforms.

Formación

• 2+ years of experience in customer service, service coordination, dispatch, or similar roles.
• Strong verbal and written English communication skills.
• Excellent organizational skills and attention to detail.
• Ability to manage multiple priorities and follow through.
• Professionalism when handling customer concerns.
• Familiarity with IT terminology and basic concepts.
• Proficiency with Outlook, Word, Excel, Teams, and other business apps.

Responsabilidades

• Manage incoming customer service requests via phone, email, and ticketing systems.
• Create, review, categorize, prioritize, and assign service tickets.
• Gather information needed by technicians to resolve issues.
• Communicate service expectations, scheduling info, and status updates to customers.
• Coordinate remote and onsite technician schedules and appointments.
• Monitor active, overdue, waiting, scheduled, and escalated tickets.
• Follow up with technicians on stalled tickets and required documentation.
• Ensure tickets have accurate titles, categories, priorities, notes, and time entries.
• Review completed tickets for quality and documentation standards.
• Identify urgent or security-related requests and escalate appropriately.
• Follow up with customers after service to confirm resolution.
• Coordinate ticket handoffs between technicians to maintain service continuity.
• Assist with customer satisfaction, service-quality reporting, and operational reviews.
• Support billing by identifying tickets with missing information.
• Prepare basic reports on ticket status, overdue work, and activity.

Conocimientos

Customer service

Coordination

Dispatch

Help desk

Administration

English communication

Herramientas

ConnectWise

Autotask

PSA platforms

Ticketing systems

Microsoft 365

Descripción del empleo

Service Delivery Coordinator

Job Title: Service Delivery Coordinator
Company: US-Based Partner Company
Location: Fully Remote – LATAM Preferred
Job Type: Full-Time
Schedule: 40 hours/week
Compensation: Base Salary Starts at $1,300 USD/month

About the Role

GSD Staffing is hiring an experienced Service Delivery Coordinator to support a US-based Managed Service Provider (MSP) serving multiple client environments.

This role serves as the central coordination point between customers, technicians, and management. The Service Delivery Coordinator will be responsible for customer communication, ticket coordination, technician scheduling, service dispatch, ticket queue management, and quality control.

The ideal candidate is highly organized, customer-focused, proactive, and comfortable working in a technology-focused environment. Experience working with an MSP, IT service desk, or ticketing/PSA platform is highly preferred.

What You’ll Do

• Manage incoming customer service requests through phone, email, and ticketing systems.
• Create, review, categorize, prioritize, and assign service tickets.
• Gather information needed by technicians to resolve customer issues.
• Communicate service expectations, scheduling information, and status updates to customers.
• Coordinate remote and onsite technician schedules and appointments.
• Monitor active, overdue, waiting, scheduled, and escalated tickets.
• Follow up with technicians regarding stalled tickets, missing updates, and required documentation.
• Ensure tickets contain accurate titles, categories, priorities, notes, time entries, and resolution details.
• Review completed tickets for quality, accuracy, and documentation standards.
• Identify urgent, high-impact, security-related, or executive-level requests and escalation appropriately.
• Follow up with customers after service completion to confirm their issues have been resolved.
• Coordinate ticket handoffs between technicians and maintain service continuity.
• Assist with customer satisfaction, service-quality reporting, and operational reviews.
• Support billing preparation by identifying tickets with missing time, notes, approvals, or other required information.
• Prepare basic reports related to ticket status, overdue work, customer follow-ups, and service activity.

Requirements

• 2+ years of experience in customer service, service coordination, dispatch, help desk coordination, administration, or a similar role.
• Strong verbal and written English communication skills.
• Excellent organizational skills and attention to detail.
• Strong follow-through and ability to manage multiple priorities.
• Ability to remain professional and calm when handling customer concerns.
• Comfortable learning IT terminology and basic technical concepts.
• Proficiency with Microsoft Outlook, Word, Excel, Teams, and other business applications.
• Ability to accurately document customer communications, schedules, decisions, and service activities.
• Ability to work independently while coordinating closely with technicians and management.
• Reliable attendance and punctuality.

Technical & Service Management Skills

Experience with several of the following is highly valued:

• Professional Services Automation (PSA) platforms
• Ticketing and service management systems
• ConnectWise
• Autotask
• Service scheduling and dispatch platforms
• Service-level agreements (SLAs)
• Ticket prioritization and escalation procedures
• Microsoft 365
• Basic networking and computer troubleshooting concepts
• Endpoint and remote support environments
• Customer service and service-quality reporting

Preferred Skills

• Experience working in an MSP or multi-client environment is a plus.
• Experience with ticket queue management, technician dispatch, service coordination, ticket quality assurance, customer escalation, ConnectWise, Autotask, or similar PSA platforms is highly valued.

Remote Work Requirements

Candidates must have:

• Reliable computer/laptop capable of supporting the role.
• Stable, high-speed internet.
• Professional and secure remote workspace.
• Ability to work with US-based teams and clients.
• Excellent communication skills when working remotely with customers and technical teams.
• Flexibility to work during US business hours based on client requirements.

Background Check

Selected candidates must complete a background check and provide a valid police clearance or equivalent official criminal-record clearance from their respective country/location before final employment.