ITSM Coordinator: Triage, Dispatch & Ticket Flow

Abacus; United States; On-site; USD 52,000 - 64,000; Full time

Job summary

Abacus is seeking an ITSM Coordinator to ensure smooth handling of service tickets, focusing on triage, on-site dispatches, and multi-board monitoring. You will act as a liaison between internal teams and clients, driving timely, high-quality service experiences.

Responsibilities include triaging Manual Review tickets, coordinating with third-party vendors for onsite dispatches, and escalating urgent updates as needed. Strong communication and organizational skills are essential.

Qualifications

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

Responsibilities

• Triage tickets in Manual Review status for urgency and categorization.
• Route reviewed tickets to the correct resource or team and confirm details.
• Monitor Spam Cleanup Board to reclassify mislabeled tickets.
• Dispatch onsite service tickets and coordinate with vendors.
• Dispatch tickets to Client IT Boards for routing.
• Verify resolution for Client Updated tickets and escalate urgent updates.
• Monitor unassigned P1 tickets for progress.
• Identify stalled tickets and raise follow-up in team chat.
• Check Manager Review tickets for activity and escalate if needed.
• Contact clients for Waiting on Client tickets to obtain information.
• Review application-specific tickets for proper bundling and routing.

Skills

Customer service

Communication

Organizational skills

Multitasking

Attention to detail

Phone calls

Typing 50 WPM

Desk work

Education

Associate's Degree in a computer-related field

Job description

Abacus is seeking an ITSM Coordinator to ensure smooth handling of service tickets, focusing on triage, on-site dispatches, and multi-board monitoring. You will act as a liaison between internal teams and clients, driving timely, high-quality service experiences.

Responsibilities include triaging Manual Review tickets, coordinating with third-party vendors for onsite dispatches, and escalating urgent updates as needed. Strong communication and organizational skills are essential.