Service Desk Coordinator — IT Dispatch & Client Care

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

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.