IT Support/Service Desk Coordinator | Hybrid (Ortigas) | Dayshift

Staff X - Offshore Staffing; Metro Manila; On-site; PHP 250,000 - 450,000; Full time

Job summary

Staff X - Offshore Staffing is seeking an organised IT Service Coordinator to support day-to-day delivery of technical services for clients. You will manage intake, scheduling, technician assignment, follow-up, and completion, while coordinating with clients, technical teams, and management to ensure timely updates and service commitments.

The role emphasizes multitasking, clear communication, and collaboration with stakeholders to maintain efficient service workflows and accurate records within

Qualifications

• Experience in service coordination, dispatch, or service administration.
• Experience in IT services or MSP environments is desirable.
• Familiarity with PSA/ITSM or service management platforms.
• Strong organisational skills with multitasking across tickets and schedules.
• Excellent written and verbal communication with clients and technical staff.
• Proficiency in Microsoft 365.

Responsibilities

• Manage incoming service requests from intake through completion.
• Allocate work to technicians based on availability and priorities.
• Coordinate technician schedules and maintain accurate bookings and queues.
• Reallocate or reschedule work as priorities change.
• Monitor tickets, follow up, and escalate as needed to meet SLAs.
• Review tickets for current information, notes, and time records.
• Act as primary client contact for service requests and updates.
• Provide regular updates to management and assist process improvements.

Skills

Service coordination

Dispatch

IT services MSP environment

Ticket management

Scheduling

Client communication

Vendor monitoring

Microsoft 365

PSA/ITSM platforms

Documentation

Tools

PSA platforms

MS 365 tools

Job description

We are seeking an organised and service-oriented IT Service Coordinator to support the day‑to‑day delivery of technical services to clients. The role is responsible for keeping service requests moving from initial intake through scheduling, technician assignment, follow-up, and completion.

Working closely with clients, technical teams, and management, the Service Coordinator will help maintain an efficient service workflow, ensure appropriate ticket and schedule management, monitor service commitments, and provide timely updates to stakeholders.

This position is well suited to someone who is highly organised, comfortable managing multiple priorities, and confident communicating with both customers and technical teams.

Key Responsibilities

Service Coordination & Dispatch

• Manage incoming service requests and coordinate the appropriate next steps from initial contact through completion.
• Allocate work to technicians according to their availability, workload, capabilities, urgency, and service requirements.
• Coordinate technician schedules and maintain accurate job bookings and queue priorities.
• Reallocate or reschedule work when priorities, technician availability, or client requirements change.
• Keep service activity moving by actively monitoring outstanding work and following up on actions that are overdue or approaching their required completion time.

Ticket & Service Management

• Review service tickets regularly to ensure they contain current information, appropriate notes, and accurate time records.
• Monitor ticket progress and identify items that require follow‑up or escalation.
• Track service commitments and support compliance with agreed SLAs.
• Liaise with technicians regarding delayed, incomplete, or ageing tickets and elevate recurring or significant issues to management.
• Review technician timesheets and service‑related billing information, highlighting discrepancies or unusual billable activity for management review.
• Maintain accurate client and service records, including updates to relevant account or contact information.

Client Communication

• Act as a key contact for clients regarding service requests, appointments, scheduling, and work status.
• Respond to client enquiries professionally and provide clear updates when service arrangements change.
• Coordinate communication between customers and technical staff to ensure expectations are appropriately managed.
• Support positive client relationships by maintaining a responsive and customer‑focused approach.
• Assist with arranging meetings for prospective or existing clients in coordination with management.

Service Monitoring & Technical Coordination

• Review relevant vendor or monitoring platforms for alerts and issues requiring technical attention.
• Convert identified alerts or service issues into tickets and coordinate the appropriate technician response.
• Examples may include endpoint/security notifications, backup alerts, Microsoft 365‑related issues, or other managed‑service notifications.
• Ensure service information is properly documented and available to the relevant technical personnel.
• Provide regular updates to management on service activity, outstanding work, escalations, and operational issues.
• Assist in identifying workflow improvements that can increase service responsiveness, consistency, and overall team efficiency.
• Monitor recurring service coordination issues and raise opportunities for process improvement.
• Provide general administrative assistance to support the effective operation of the service function.

Client & Business Support

• Identify potential additional service requirements or business opportunities arising from client interactions and refer these to the appropriate Sales contact.
• Assist with basic lead‑generation activities when required, which may include following up on marketing‑generated opportunities, researching prospects, or supporting outbound activities.
• Contribute to maintaining a high standard of customer experience and service quality.

Skills & Experience

• Previous experience in service coordination, technical coordination, dispatch, service administration, or a similar operational role.
• Experience supporting an IT services or Managed Service Provider (MSP) environment is highly desirable.
• Practical understanding of ticket‑based service workflows and technician scheduling.
• Experience working with PSA, ITSM, or service management platforms.
• Strong organisational skills, with the ability to manage multiple tickets, schedules, requests, and deadlines simultaneously.
• Excellent written and verbal communication skills, particularly when dealing with clients and technical personnel.
• Strong attention to detail and a methodical approach to maintaining service records and documentation.
• Good judgement and problem‑solving ability, particularly when dealing with competing priorities or time‑sensitive requests.
• Proficiency in Microsoft 365 and confidence working with business systems and online platforms.
• Basic familiarity with common IT services and terminology.

What We're Looking For

• A customer‑focused professional who takes ownership of service coordination from request through resolution.
• Someone who can remain composed and organised when dealing with urgent or competing requests.
• A proactive communicator who is comfortable following up with technicians, clients, and internal stakeholders.
• Someone who can recognise when an issue requires escalation and take appropriate action rather than allowing it to remain unresolved.
• A collaborative team member who is willing to support both operational and client‑facing activities as required.
• A continuous‑improvement mindset, with an interest in finding practical ways to make service delivery more efficient and consistent.