Hybrid Service Operations Coordinator

Personal Computers Inc; Buffalo (NY); Hybrid; USD 34,000 - 41,000; Full time

Job summary

PCI seeks a highly organized Service Operations Coordinator to align service tickets, technician schedules, and project tasks. You’ll act as the central coordinator across service delivery teams, ensuring priorities are clear and work moves forward in a fast-paced environment.

Based in Buffalo with a Hybrid work setting, you will review tickets, route work, monitor aging and SLAs, escalate issues, maintain schedules, coordinate onsite visits, and provide operational reporting.

Qualifications

• Previous experience in service coordination, dispatch, scheduling, or a related operational role.
• Exceptional organization and the ability to manage multiple priorities in a fast-moving environment.
• Strong written and verbal communication skills.
• High attention to detail and a commitment to accurate documentation.
• Ability to assess priorities quickly and adjust schedules as conditions change.
• Confidence enforcing established processes, setting appropriate boundaries, and communicating constraints.
• Sound judgment, dependable follow-through, and a strong sense of ownership.
• A collaborative approach when working with technical teams, project teams, leadership, and clients.
• Proficiency with Microsoft 365 applications or the ability to learn them quickly.

Responsibilities

• Review incoming service tickets for completeness, urgency, business impact, and appropriate priority.
• Route work to the appropriate technician or service queue.
• Monitor ticket aging, follow-up activity, and service-level commitments.
• Escalate stalled, unassigned, overdue, or at-risk work.
• Maintain accurate technician schedules and balance workloads based on priority, skills, availability, and capacity.
• Coordinate onsite visits, recurring service obligations, maintenance windows, and project tasks.
• Communicate scheduling updates and changes clearly to clients and internal teams.
• Track client approvals, access requirements, dependencies, and other scheduling prerequisites.
• Ensure active tickets have an assigned owner and a documented next action.
• Identify scheduling conflicts, capacity concerns, and service delivery risks.
• Prepare operational reporting related to ticket aging, resource utilization, schedule coverage, service levels, and overdue work.
• Collaborate with technical resources, project teams, leadership, and clients to support a consistent service experience.

Skills

Service coordination

Dispatch scheduling

Prioritization

Communication

Team collaboration

Ownership

EOS experience

Microsoft 365

Tools

Autotask

Microsoft 365

Job description

PCI seeks a highly organized Service Operations Coordinator to align service tickets, technician schedules, and project tasks. You’ll act as the central coordinator across service delivery teams, ensuring priorities are clear and work moves forward in a fast-paced environment.

Based in Buffalo with a Hybrid work setting, you will review tickets, route work, monitor aging and SLAs, escalate issues, maintain schedules, coordinate onsite visits, and provide operational reporting.