Service Delivery Coordinator

Service Delivery Coordinator – Fairfax, VA area

About the Opportunity

Our client is an IT Managed Service Provider looking to add a Service Delivery Coordinator to their team. This is a great fit for a highly organized, customer-focused professional who thrives on keeping things moving — someone who can manage frequent interruptions, communicate clearly, follow detailed procedures, and stay consistent in a fast-paced service environment.

What You'll Do

The Service Delivery Coordinator keeps service delivery timely, organized, and client-focused by coordinating incoming service requests, ticket workflow, technician scheduling, client communication, routine procurement, and equipment logistics. You'll also serve as the primary point of contact for a portfolio of smaller managed services clients who don't have dedicated Technical Account Manager coverage.

• Monitor phone, email, portal, ticket, and alert channels; gather the right information; create actionable tickets; and apply company-approved categorization and priority standards
• Route and monitor service requests and alerts; follow up on unassigned, aging, stalled, reopened, or at-risk tickets; and escalate high-impact, cybersecurity, capacity, or client-satisfaction concerns
• Coordinate technician schedules, onsite assignments, access details, equipment needs, and other service-delivery logistics within delegated authority
• Give clients timely, accurate, and easy-to-understand nontechnical updates; request needed information or action; manage expectations; and escalate dissatisfaction or relationship risk
• Serve as the primary relationship and service-coordination contact for assigned smaller managed services clients — conducting periodic check-ins, watching for recurring concerns, and coordinating internal follow-through
• Spot technology, cybersecurity, licensing, lifecycle, project, or service needs and loop in the right resource for anything strategic, technical, contractual, complex, or high-risk
• Coordinate routine client quoting and procurement using approved specs, pricing, vendors, payment methods, and approval processes; place and track approved orders and keep complete transaction records
• Maintain secure, accurate custody, inventory, chain-of-custody, shipping, receiving, return, and storage records for client and company equipment
• Keep documentation current in company systems and create/update procedures so another authorized employee can cover during absences
• Administer the approved on-call rotation schedule and promptly escalate unresolved coverage conflicts to management

What You Bring

• High school diploma or equivalent required; associate degree in business, information technology, or a related field preferred
• 3+ years of experience in service coordination, dispatch, customer service, procurement, office operations, or a comparable role
• Familiarity with IT service operations, ticketing, service-level expectations, client support workflows, and basic procurement or inventory practices
• Experience with (or the ability to quickly learn) PSA, ticketing, RMM alert, scheduling, vendor, quoting, procurement, inventory, telephone, and collaboration systems. Experience with Autotask, ConnectWise, Microsoft 365, Teams, SharePoint, TimeZest, and common vendor portals is a plus
• Strong customer service, professional communication, organization, numerical accuracy, attention to detail, judgment, and follow-through
• Ability to manage multiple priorities and frequent interruptions while staying calm and professional
• Ability to safeguard confidential, security-sensitive, financial, and client information

Travel, Schedule, and Physical Requirements

• Regular, reliable availability during assigned service-coverage hours; occasional schedule adjustments or overtime may be needed based on business needs
• Ability to travel reliably throughout the Northern Virginia/Fairfax service area, and maintain a valid driver's license, reliable vehicle, and legally required auto insurance when using a personal vehicle for company business
• Ability to retrieve, transport, organize, package, load, and unload computer equipment and business materials weighing up to 50 pounds, with or without reasonable accommodation, using assistance or appropriate equipment for heavier or awkward items.
• Ability to meet the requirements of the company's Work From Home policy

Location

Home-office based within the Northern Virginia/Fairfax service area, with required local travel to storage locations, shipping/postal facilities, client sites, and other business locations as assigned