IT Service Delivery & Ticket Coordination

Abacus; Western (IA); On-site; USD 42,000 - 64,000; Full time

Job summary

Abacus is seeking an ITSM Coordinator to ensure smooth handling of service tickets, triaging urgent issues, and coordinating on-site dispatches. You will monitor multiple boards to maintain ticket flow and serve as a key liaison between internal teams and clients to deliver high-quality service experiences.

The role requires strong communication, organization, and attention to detail, with experience in ticket management preferred.

Qualifications

• The Associate's Degree in a computer-related field is preferred.
• 2-4 years of customer service experience required.
• 1-3 years of ticket management or triage processes preferred.

Responsibilities

• Conduct triage exclusively for tickets in the 'Manual Review' status, assessing urgency, impact, and categorization.
• Ensure tickets are reviewed and routed to the correct resource or team with complete details.
• Monitor the Spam Cleanup Board to reclassify mislabeled or filtered tickets.
• Manage dispatch of onsite service tickets, coordinating with third-party vendors for scheduling.
• Dispatch tickets to Client IT Boards with accurate routing.
• Review 'Client Updated' tickets to confirm resolution, assign resources, and escalate urgent updates.
• Monitor unassigned P1 tickets to ensure progress as expected.
• Identify stalled tickets by Last Update; raise issues in team chat when unassigned or schedule follow-ups for assigned.
• Check 'Manager Review' tickets to verify managerial assignment and escalate after inactivity.
• Reach out to clients for 'Waiting on Client' tickets to obtain required information.
• Review application-specific tickets to ensure proper bundling, prioritization, and routing.

Skills

Customer service

Communication

Organization

Attention to detail

Phone outreach

Typing speed

Education

Associate's Degree in a computer-related field

Job description

Abacus is seeking an ITSM Coordinator to ensure smooth handling of service tickets, triaging urgent issues, and coordinating on-site dispatches. You will monitor multiple boards to maintain ticket flow and serve as a key liaison between internal teams and clients to deliver high-quality service experiences.

The role requires strong communication, organization, and attention to detail, with experience in ticket management preferred.