Job Title: Service Coordinator

Location: Downtown Chicago (Hybrid – 3–4 days in office after a point of acclimation)

Reports To: Director of Operations

Role Overview

The Service Coordinator is a client-facing role responsible for ensuring a smooth, positive service experience for our customers. This position serves as the communication bridge between clients and the technical team, owning expectations, prioritization, and follow-through. While not a technical role, the Service Coordinator plays a critical part in keeping clients informed, calm, and confident that their issues are being handled appropriately.

This role is ideal for someone who is highly organized, calm under pressure, empathetic, and proactive, with a strong ability to de-escalate situations and maintain strong client relationships.

Key Responsibilities:

Client Communication & Customer Experience

• Serve as a primary point of contact for clients regarding ticket status, delays, escalations, and next steps
• Proactively communicate updates to clients to ensure they feel informed and supported
• De-escalate frustrated or concerned clients by listening, empathizing, and setting clear expectations
• Ensure clients have a positive experience even when technical issues are complex or time-sensitive
• Build trust with clients through consistency, responsiveness, and professionalism

Service Coordination & Workflow Management

• Monitor ticket queues and coordinate work between Service Desk tiers (L1, L2, L3)
• Help prioritize issues based on urgency, impact, and SLAs
• Identify tickets at risk of delay and proactively address communication gaps
• Ensure proper handoffs between engineers and teams
• Escalate issues internally when service delivery or client satisfaction is at risk

Operational Support

• Maintain accurate ticket notes and service documentation related to communication and coordination
• Track recurring issues or client concerns and flag trends to leadership
• Support internal meetings related to service delivery, escalations, and client feedback
• Partner closely with the Director of Operations and technical leads to maintain service quality

What Success Looks Like

• Clients feel informed, heard, and confident—even during outages or escalations
• Engineers are able to focus on technical work without being pulled into constant client communication
• ewer escalations reach leadership due to proactive coordination
• Improved client satisfaction, reduced frustration, and stronger long-term relationships

Ideal Candidate Profile

• Strong communicator with a calm, reassuring presence
• Highly organized with the ability to juggle multiple priorities
• Emotionally intelligent and comfortable handling difficult conversations
• Detail-oriented and proactive in following up
• Comfortable working in a fast-paced MSP environment
• Enjoys working with people and being the glue that keeps things running smoothly

Note: This role does not require hands-on technical experience, but comfort working alongside technical teams is important.

Work Environment

• Hybrid role with 3–4 days per week in the Downtown Chicago office
• Highly collaborative environment with close interaction across service, operations, and leadership