Service Desk Coordinator

Frankel; Omaha (NE); On-site; USD 25,000 - 39,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

Disability Insurance

Life Insurance

HSA

FSA

PTO

Parental Leave

Paid Holidays

401K

Profit Sharing

Casual Dress Code

Social/Company Events

Referral Bonus

Job summary

Frankel Technology Services in Omaha seeks an organized Service Desk Coordinator to serve as the operational hub of the service department. The role handles incoming requests, triages tickets, and schedules work for technicians while coordinating onsite visits and client appointments.

The position is hourly, in-person in our Omaha office, with focus on timely updates, vendor coordination, and delivering a strong client experience in a fast-paced MSP environment.

Qualifications

• Strong organizational and multitasking skills required.
• Excellent verbal and written communication abilities.
• Ability to stay calm and focused in a busy environment.
• Strong customer service mindset with high attention to detail.
• Proficiency with Microsoft 365 applications.
• Experience with ticketing, dispatching, scheduling, or service coordination systems preferred.
• MSP or IT industry experience preferred but not required.

Responsibilities

• Serve as the primary contact for incoming service requests via phone, email, and portals.
• Gather client information to ensure requests are actionable and assign work based on urgency, skill, and availability.
• Coordinate onsite visits and client appointments; monitor queues for aging or stalled requests.
• Provide clients with timely status updates and scheduling information.
• Support vendor coordination and service follow-up activities; contribute to reporting and operations initiatives.
• Maintain a positive client experience through effective communication and coordination.

Skills

Organizational skills

Multitasking

Verbal communication

Written communication

Calm under pressure

Customer service

Attention to detail

Microsoft 365

Ticketing systems

Scheduling software

Tools

Microsoft 365 applications

Ticketing systems

Dispatching software

Scheduling software

Job description

About Frankel Technology Services

At Frankel, we provide innovative and progressive accounting, tax, and consulting services. As a Managed Service Provider (MSP), our Frankel Technology Services practice creates a Technology Success Partnership with our clients. This gives our clients the tools, information, and understanding they need to make the best technology decisions for their company.

We are currently seeking an organized, customer-focused Service Desk Coordinator to join our growing team. This role serves as the operational hub of our service department, helping ensure clients receive timely support while technicians remain productive and focused.

If you thrive in a fast-paced environment, enjoy coordinating people and processes, and take pride in keeping things organized, we'd love to hear from you!

Please note that this position is in-person in our Omaha office, and we are unable to consider remote candidates.

Summary:

The Service Desk Coordinator serves as the primary point of contact for incoming service requests, monitoring and triaging support tickets received through phone, email, and customer portals. This role gathers necessary client information to ensure requests are actionable, assigns and schedules work for technicians based on urgency, skill set, and availability, and coordinates onsite visits and client appointments. The position proactively monitors ticket queues to identify aging, stalled, or at-risk requests, provides clients with timely status updates and scheduling information, and supports vendor coordination and service follow-up activities. Additionally, the Service Desk Coordinator contributes to service delivery reporting and operational initiatives while helping maintain a positive client experience through excellent communication, responsiveness, and effective service coordination.

This position is hourly and non-exempt.

What We're Looking For:

• Strong organizational and multitasking skills
• Excellent verbal and written communication abilities
• Ability to stay calm and focused in a busy environment
• Strong customer service mindset
• High attention to detail
• Proficiency with Microsoft 365 applications
• Experience working with ticketing, dispatching, scheduling, or service coordination systems is preferred
• MSP or IT industry experience is preferred but not required

Why Join Frankel Technology Services?

• Collaborative team environment
• Opportunity for growth and advancement
• Exposure to a wide variety of technologies and businesses
• Stable, growing company with a strong reputation for client service
• Meaningful role that directly impacts client satisfaction and team success

What We Offer You:

• Health, Dental, Vision, Disability & Life Insurance
• HSA and FSA options
• PTO & Parental Leave
• 8 Paid Holidays
• 401(K)
• Profit Sharing
• Casual / “Dress for your Day” dress code
• Fun activities like family parties, holiday parties, and the annual golf & spa outing
• Referral bonus program

Our process:

We value your time as you search for your career; because of that we’re dedicated to a swift, stress-free interview process. Our application takes less than 5 minutes, we’ll communicate with you every step of the way, and our candidate experience is designed for you to get to know us.

Have any questions before applying? Call us at 402.506.4643.

All information provided will be kept strictly confidential.
NO AGENCY CALLS PLEASE.