IT Service Delivery Coordinator

Courser; Wilmington (DE); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

401(k) match

Flexible vacation

Paid sick time

Holidays

Job summary

Courser seeks a Coordination Engineer to join the Service Delivery team, acting as the bridge between clients and technical staff. You will triage, route, and monitor requests, ensuring SLAs are met and client satisfaction remains high.

This role blends routine support with ongoing process improvements in a fast-paced MSP setting. The ideal candidate excels in communication, prioritization, and teamwork, handling multiple tasks while delivering excellent service experiences.

Qualifications

• 1+ years in a Help Desk or similar role.
• Strong communication and prioritization in fast-paced environment.
• Foundational knowledge of Windows, Microsoft 365, and user account administration.
• Ability to document requests and services accurately.
• Organizational and time-management skills.
• Team-oriented with accountability.
• Customer-focused mindset.

Responsibilities

• Serve as primary contact for client requests via phone, email, and portals.
• Triage, prioritize, and route service requests to tech teams.
• Monitor ticket queues to meet SLAs and response times.
• Coordinate ticket assignments and balance workload.
• Provide basic technical support (password resets, unlocks).
• Collaborate with Help Desk engineers and leadership.
• Maintain accurate ticket documentation.
• Assist with service delivery reporting and templates.
• Communicate updates and manage client expectations.
• Contribute to team environment and continuous improvement.
• Pursue skill development for higher responsibilities.
• Other duties as assigned.

Skills

Customer service

Communication skills

Time management

Team collaboration

Windows & MS 365 basics

Account administration basics

Problem solving

Education

Associate degree in IT

Tools

ConnectWise

Job description

Courser seeks a Coordination Engineer to join the Service Delivery team, acting as the bridge between clients and technical staff. You will triage, route, and monitor requests, ensuring SLAs are met and client satisfaction remains high.

This role blends routine support with ongoing process improvements in a fast-paced MSP setting. The ideal candidate excels in communication, prioritization, and teamwork, handling multiple tasks while delivering excellent service experiences.