Service Desk & Operations CoordinatorRole SummaryWe are a growing Managed Service Provider (MSP) seeking a Service Desk & Operations Coordinator to act as the operational backbone between clients, technicians, billing, and management. This role ensures tickets are handled efficiently, SLAs thresholds are met, reports are accurate, and clients receive a consistent, professional experience.
This is a coordination and quality-control role, not a technical support position.
Key ResponsibilitiesService Desk Coordination- Act as the first point of contact for incoming client calls
- Log, merge, and route tickets accurately in the PSA/ticketing system
- Monitor ticket queues to ensure no requests sit unassigned beyond SLA thresholds and urgent and/or after-hours tickets are tracked and escalated
- Identify duplicate, sales-related, or miscategorized tickets and correct them
- Coordinate onboarding and offboarding tickets with internal teams
- Update clients on equipment delivery and installation
Operations & Reporting:- Prepare weekly and monthly operational reports, including but not limited to ticket volume and response times, SLA hours used vs allocated, technician utilization and productivity, open vs closed tickets
- Maintain Excel and reporting dashboards and input metrics into management systems
- Assist with reports required for QBRs and management reviews
- Track trends such as recurring issues, duplicate tickets, and urgent requests
Client Experience & Reviews- Manage Google Review outreach and responses
- Track customer feedback (e.g., Customer Thermometer)
- Trigger follow-up review requests for satisfied clients
Administrative & Internal Support- Keep track and report billable time and report to management
- Assist with 1st level technician interviews
Required Skills & Experience- Strong understanding of ticket workflows and SLAs
- Advanced organizational and multitasking skills
- High attention to detail and follow-through
- Professional, calm communication style with clients and internal teams
- Strong Knowledge of Microsoft Office Suite (Outlook, Excel, Word, etc)
Nice-to-Have Qualifications- Familiarity with MSP metrics (SLA, utilization, response time)
- Experience in an MSP, IT services, or service desk environment (strongly preferred)
- Experience with reporting tools or Power BI (data prep level)
- Basic understanding of IT terminology (no hands-on tech work required)
Job Types: Full-time, Permanent
Pay: $45,000.00-$48,000.00 per year
Education:- Secondary School (required)
Licence/Certification:- Drivers License (required)
Work Location: Hybrid remote in Bolton, ON L7E 5R3