IT Service Coordinator

Metro Manila
Permanent
Full-time

1 month ago

About the job IT Service CoordinatorEmployer: MSP company located in Los Angeles, CaliforniaWorking Schedule: Monday to Friday, 8:00 AM to 5:00 PM Pacific TimeWork Setup: RemoteSalary: $1,200 - $1,500Benefits:

13th Month Pay
HMO & Govt. Contribution Allowance on top of the salary (After a 90-day probationary period)
Personal Time Off (After a 90-day probationary period)

Employer OverviewA U.S.-based Managed Service Provider (MSP) headquartered in Los Angeles, California. They deliver exceptional IT solutions to small and mid-sized businesses.Role OverviewThe IT Service Coordinator acts as the operational link between our clients, engineers, and leadership team for all active client work. This includes formal IT projects, client initiatives, and ongoing service requests. The role ensures tickets are properly triaged, assigned, and scheduled, that timelines are met, and that both clients and internal teams receive timely updates. This position requires exceptional organizational skills, proactive communication, and the ability to keep multiple workstreams running smoothly.Key ResponsibilitiesWork CoordinationReview project tickets for completeness, urgency, and proper categorization.Assign tickets to the right resource based on skill, availability, and priority.Manage engineer schedules for both projects and daily service tickets, balancingworkloads.Monitor SLA targets and escalate when risks to response or resolution timesarise.Client and Internal CommunicationAct as the first point of contact for ticket updates, project milestones, andscheduling changes.Keep clients informed on progress, expected timelines, and next steps.Coordinate with engineers, account/project managers, and leadership to removeblockers.Ticket and Documentation QualityEnsure all tickets are fully documented, with required fields completed beforedispatch or closure.Track approvals, deliverables, and client confirmations.Close tickets only after confirming resolution meets quality standards.Reporting and Process ImprovementProvide daily and weekly status reports on ticket queues, project progress, andresource utilization.Identify recurring issues or process gaps and bring forward recommendations.Assist in refining workflows for greater efficiency.RequirementsMust-HaveMinimum 2 years of experience in an MSP, IT services, or technology-relatedcoordination role.Excellent written and verbal English communication skills.Strong understanding of ticket triage and dispatch, SLA management, andscheduling best practices.Understanding of common MSP service requests and projects.Proficiency in ConnectWise Manage or similar PSA platform.Proficient with Microsoft Teams, Excel, and other collaboration tools.Nice-to-HaveExperience with IT Glue or similar documentation tools.Prior work in a remote, internationally distributed team.

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