Service Delivery Coordinator: Help Desk & Tech Support

Palmetto Technology Group (PTG); Wilmington (DE); On-site; USD 50,000 - 85,000; Full time

Job summary

Courser is seeking a Coordination Engineer to join our Service Delivery team. You will act as a critical link between clients and technical staff, handling service coordination, ticket dispatching, and hands-on support to ensure issues are prioritized and resolved efficiently.

The role rewards a strong communicator who can balance multiple priorities, document accurately, and collaborate with Help Desk engineers to drive ticket progression and client satisfaction.

Qualifications

• 1+ years in Help Desk/Service Desk/IT support/Dispatch
• Ability to manage multiple priorities in a fast-paced environment
• Strong verbal and written communication with clients, vendors and teammates
• Foundational knowledge of Windows, Microsoft 365, user account administration
• Ability to analyze information and document requests accurately
• Strong organizational and time-management skills
• Proven ability to work collaboratively within a team
• Customer-focused mindset with a positive service experience

Responsibilities

• Serve as primary point of contact for inbound client requests via phone, email, and service portals
• Triage, prioritize, and route service requests to appropriate technical resources
• Monitor ticket queues to ensure prompt responses and SLA adherence
• Coordinate ticket assignments and balance workload for Help Desk efficiency
• Provide basic technical support: password resets, account unlocks, etc.
• Collaborate with Help Desk engineers and leadership to drive ticket progression
• Maintain accurate ticket documentation and gather necessary information
• Assist with service delivery reporting and templates
• Communicate with clients and internal teams to set expectations
• Contribute to collaborative team environment and continuous improvement
• Expand technical knowledge and participate in skill development
• Other duties as assigned

Skills

Strong communication

Multitasking

Customer-focused

Team collaboration

Education

Associate degree in IT or related field

Certifications (CompTIA A+, Microsoft Fundamentals)

Tools

ConnectWise

Ticketing/PSA platforms

Windows / MS 365 administration

Job description

Courser is seeking a Coordination Engineer to join our Service Delivery team. You will act as a critical link between clients and technical staff, handling service coordination, ticket dispatching, and hands-on support to ensure issues are prioritized and resolved efficiently.

The role rewards a strong communicator who can balance multiple priorities, document accurately, and collaborate with Help Desk engineers to drive ticket progression and client satisfaction.