Service Coordinator

ScalableOS; Makati; Remote; PHP 420,000 - 640,000; Full time

Job summary

ScalableOS is seeking a Service Desk Coordinator to manage ticket flow, scheduling, and client communications from a remote, night-shift role in the Philippines. You will ensure clean tickets, healthy boards, and optimal engineer utilization while maintaining SLA commitments.

The ideal candidate has 3+ years in IT service delivery, MSP experience considered a strong advantage, and excellent written/verbal communication.

Qualifications

• 3+ years in a Service Desk, Dispatcher or similar IT service role.
• Expertise in ticket auditing, resource allocation, and workload dispatch.
• Experience monitoring engineer schedules and time entries.
• Familiarity with IT ticketing/PSA tools (e.g., Autotask, ConnectWise).
• Excellent written and verbal communication, ability to explain technical details to non-technical customers.
• Experience in an MSP environment is a strong advantage.
• Strong problem solving and decision-making; able to enforce processes.

Responsibilities

• Act as first point of contact for customers across all service requests and ensure tickets are clean and documented.
• Communicate incidents, status updates, changes, and outages with clients.
• Track ticket progress, escalate issues, and follow up for resolution.
• Manage after-hours on-call rosters and align with SLA.
• Audit tickets for categorization, priority, and documentation; push back on bad tickets.
• Plan daily work with Service Desk technicians and leadership to address capacity.
• Assist with simple reports on ticket volumes, SLA performance, aging, and utilization.

Skills

Ticket auditing

Resource allocation

Client communication

Workload dispatch

Time management

Problem solving

MSP experience

Tools

Autotask

ConnectWise

Job description

Makati, Philippines | Posted on 10/08/2026

• State/Province National Capital Region (Manila)
• Country Philippines

About Us

At ScalableOS, we're redefining offshoring by connecting growth-focused businesses with top talents across the Philippines. Our expertise is in providing top-tier talent for IT companies, with a strong focus on Managed Service Providers (MSPs), Tax & Accounting, and other industries. To continue delivering exceptional results, we’re looking for passionate individuals ready to make an impact and thrive in a team built on trust, integrity, and excellence. Join us as we drive continuous growth and scalability. Your next big opportunity starts here!

Job Description

SUMMARY

The Service Desk Coordinator is the traffic controller andservice delivery hub for the help desk, owning ticket flow, resourcescheduling, and client communication. They ensure tickets are clean, the boardis healthy, engineers are utilized effectively, and clients know what to expectat every step.

• Act as the first point of contact for customers across allservice requests (phone, email, portal, chat), ensuring every request becomes aclean, well‑documented ticket.
• Communicate with customers regarding incidents, statusupdates, planned changes, and approved outages, setting clear expectations andtimelines.
• Track service ticket progress, elevate issues as needed,and conduct follow‑ups to confirm resolution and client satisfaction.
• Handle customer complaints, perform satisfaction checks, andmanage ongoing service communications in coordination with the Service DeskManager/CSM.
• Schedule and coordinate internal, field, and on‑callengineering resources via the ticketing/PSA system, aligning work with skills,priorities, and availability.
• Monitor resource schedules and ensure timely, accurate timeentry against all service requests.
• Coordinate with internal support teams to optimizeutilization of billable and non‑billable resources and protect SLA commitments.
• Manage after‑hours engineering and support on‑call rostersaccording to documented procedures.
• Own the health of the service board: maintain appropriateticket distribution, watch aging tickets, and drive action on items at risk ofbreaching SLAs.
• Audit tickets for correct categorization, priority, status,and documentation; push back on “bad” tickets and ensure standards arefollowed.
• Ensure technicians follow help desk processes (notes, timeentries, resolution codes, use of KBs) and flag patterns or gaps to the ServiceDesk Manager.
• Work closely with Service Desk technicians, field engineers,and leadership to plan daily work and address capacity constraints.
• Escalate systemic issues, recurring incidents, and processblockers to the Service Desk Manager/Operations for improvement.
• Assist with simple, recurring reports on ticket volumes, SLAperformance, aging, and resource utilization for service and operations reviews.

QUALIFICATIONS

• At least 3+years of experience as a Service Desk Coordinator, Dispatcher, or similarcustomer support/service delivery role in an IT environment.
• Expertisein ticket auditing, resource allocation, client complaint handling, andworkload dispatch and management.
• Provenexperience monitoring engineer schedules and ensuring prompt, accurate timeentry on service requests.
• Familiaritywith IT ticketing/PSA tools preferred (for example, Autotask, ConnectWise, orsimilar).
• Excellentwritten and verbal communication skills, able to convey technical informationclearly to non-technical customers.
• Experiencein a Managed Service Provider (MSP) environment is a strong advantage.
• Strongproblem solving and decision-making skills, comfortable enforcing processes andpriorities.

JOBREQUIREMENTS

• Should be willing to accept a long-term work-from-home arrangement.
• Should be amenable to a permanent night shift schedule.