IT Service Delivery Coordinator – Scheduling & Support

Intellect; Enniscorthy; On-site; EUR 45,000 - 60,000; Full time

Job summary

Intellect in Enniscorthy, Ireland, is seeking a Customer Support Coordinator to manage end-to-end scheduling and tracking of customer support tickets within ITSM. You will ensure effective allocation of resources, prioritise work to meet SLAs, and maintain clear communication with customers, engineers and stakeholders.

The role focuses on delivering high-quality service, driving efficiency, and supporting capacity planning within ICT Service Operations.

Qualifications

• 2+ years in a customer-facing/service coordination role.
• Experience in high-volume IT service delivery environments.
• Fluent English, both written and spoken.

Responsibilities

• Own and manage assignment and scheduling of customer support tickets.
• Coordinate daily workloads across the team.
• Prioritise tickets based on SLA, urgency and impact.
• Arrange and coordinate customer appointments with clear communication.
• Monitor queues, backlog and SLA performance.
• Produce operational reports on ticket performance and capacity.
• Coordinate with engineers, project teams and vendors as required.
• Support capacity planning and resource allocation.

Skills

ITIL knowledge

Stakeholder management

Ticket coordination

Work prioritisation

Strong communication

Cross-team collaboration

Education

ITIL Foundation certification

Tools

ITSM system

Job description

Intellect in Enniscorthy, Ireland, is seeking a Customer Support Coordinator to manage end-to-end scheduling and tracking of customer support tickets within ITSM. You will ensure effective allocation of resources, prioritise work to meet SLAs, and maintain clear communication with customers, engineers and stakeholders.

The role focuses on delivering high-quality service, driving efficiency, and supporting capacity planning within ICT Service Operations.