Service Delivery Coordinator

Lotusverse; United States; Remote; USD 65,000 - 90,000; Full time

Job summary

Lotusverse is seeking an experienced IT service coordinator to assign reactive tickets, schedule remote and onsite engineers, and monitor queues to ensure timely progress.

You will collaborate with support teams to manage priorities, provide clear communication to engineers, account managers, and clients, and reinforce service levels and operational efficiency across projects.

Qualifications

• Experience in IT service coordination or service desk operations.
• Understanding of ticketing processes and SLAs.
• Experience scheduling and coordinating technical resources.
• Familiarity with ConnectWise or similar tools.
• Strong organizational and multitasking skills.
• Excellent verbal and written communication skills.
• Ability to prioritize tasks in a fast-paced environment.
• Strong attention to detail and problem-solving abilities.
• Ability to work collaboratively with technical teams and clients.
• Ability to monitor service queues and dashboards effectively.
• Ability to manage ticket assignment, follow-up, escalation, and closure within defined service levels.

Responsibilities

• Assign reactive service tickets to appropriate technical resources based on urgency, skills, and SLAs.
• Schedule and dispatch remote and onsite engineers using the service management platform.
• Monitor ticket queues and ensure timely assignment and progression of service requests.
• Coordinate with other support teams to optimize technical resource utilization.
• Assist with scheduling smaller technical projects when required.
• Provide dispatch coverage for other support groups during staff absences or breaks.
• Monitor tickets from creation through completion and closure.
• Coordinate with clients to schedule or reschedule service requests and gather additional information.
• Communicate with engineers, Team Leads, and Account Managers regarding ticket priorities, critical issues, and scheduling requirements.
• Escalate service requests that cannot be addressed within agreed service levels.
• Ensure timely follow-up on customer communications and pending actions.
• Coordinate ticket triage received through phone, email, and service portals.
• Schedule technical resources for triage and initial assessment.
• Assist with answering incoming calls during periods of high call volume.
• Ensure critical and high-priority issues are promptly communicated to relevant stakeholders.
• Review ticket setup to ensure accurate assignment of department, agreement, work type, and priority.
• Review engineer time entries and ticket notes for accuracy and completeness.
• Conduct quality checks on completed tickets before closure.
• Monitor engineer utilization and identify opportunities to improve productivity.
• Use service dashboards to track unassigned, pending, overdue, and escalated tickets.
• Ensure tickets do not remain unattended or fall through the cracks.
• Report resource utilization and service request completion metrics to the Service Manager.
• Identify opportunities to improve service coordination and operational efficiency.
• Support initiatives that improve client satisfaction and technical resource productivity.
• Complete assigned training on service management processes and tools.
• Ensure all work is accurately documented in the service management platform.
• Manage changing priorities and multiple service requests effectively.
• Perform other service coordination activities as assigned.

Skills

IT service coordination

Service desk operations

Ticketing processes

Organizational skills

Multitasking

Communication skills

Prioritization

Time management

Tools

ConnectWise

Job description

Role & responsibilities

• Assign reactive service tickets to appropriate technical resources based on urgency, skills, and service level agreements.
• Schedule and dispatch remote and onsite engineers using the service management platform.
• Monitor ticket queues and ensure timely assignment and progression of service requests.
• Coordinate with other support teams to optimize technical resource utilization.
• Assist with scheduling smaller technical projects when required.
• Provide dispatch coverage for other support groups during staff absences or breaks.
• Monitor tickets from creation through completion and closure.
• Coordinate with clients to schedule or reschedule service requests and gather additional information.
• Communicate with engineers, Team Leads, and Account Managers regarding ticket priorities, critical issues, and scheduling requirements.
• Escalate service requests that cannot be addressed within agreed service levels.
• Ensure timely follow-up on customer communications and pending actions.
• Coordinate ticket triage received through phone, email, and service portals.
• Schedule technical resources for triage and initial assessment.
• Assist with answering incoming calls during periods of high call volume.
• Ensure critical and high-priority issues are promptly communicated to relevant stakeholders.
• Review ticket setup to ensure accurate assignment of department, agreement, work type, and priority.
• Review engineer time entries and ticket notes for accuracy and completeness.
• Conduct quality checks on completed tickets before closure.
• Monitor engineer utilization and identify opportunities to improve productivity.
• Use service dashboards to track unassigned, pending, overdue, and escalated tickets.
• Ensure tickets do not remain unattended or fall through the cracks.
• Report resource utilization and service request completion metrics to the Service Manager.
• Identify opportunities to improve service coordination and operational efficiency.
• Support initiatives that improve client satisfaction and technical resource productivity.
• Complete assigned training on service management processes and tools.
• Ensure all work is accurately documented in the service management platform.
• Manage changing priorities and multiple service requests effectively.
• Perform other service coordination activities as assigned.

Qualifications

• Experience in IT service coordination, service desk operations, dispatch, or a similar role.
• Understanding of IT support ticketing processes and service level agreements.
• Experience scheduling and coordinating technical resources.
• Familiarity with service management platforms such as ConnectWise or similar tools.
• Strong organizational and multitasking skills.
• Excellent verbal and written communication skills.
• Ability to prioritize tasks in a fast-paced environment.
• Strong attention to detail and problem-solving abilities.
• Ability to work collaboratively with technical teams and clients.
• Ability to monitor service queues and dashboards effectively.
• Ability to manage ticket assignment, follow-up, escalation, and closure within defined service levels.
• Strong ability to communicate critical issues and changing priorities to relevant stakeholders.

Preferred candidate profile

• Experience in a managed IT services or IT support environment.
• Familiarity with ticket dashboards and reporting tools.
• Understanding of engineer utilization, time tracking, and service ticket quality assurance.
• Experience coordinating remote and onsite technical resources.
• Experience monitoring service request completion metrics and resource utilization.
• Exposure to client service management, technical operations, and resource coordination

Core Objectives and Performance Metrics

• Timely assignment of reactive tickets within SLA requirements.
• Effective monitoring of service queues and dashboards.
• Prompt reassignment of tickets based on changing priorities.
• Accurate and timely review of engineer time entries.
• Quality review and closure of completed tickets.
• Improved resource utilization and productivity.
• Timely communication and escalation of critical service requests.