Service Delivery Coordinator
Job Title: Service Delivery Coordinator
Company: US-Based Partner Company
Location: Fully Remote – LATAM Preferred
Job Type: Full-Time
Schedule: 40 hours/week
Compensation: Base Salary Starts at $1,300 USD/month
About the Role
GSD Staffing is hiring an experienced Service Delivery Coordinator to support a US-based Managed Service Provider (MSP) serving multiple client environments.
This role serves as the central coordination point between customers, technicians, and management. The Service Delivery Coordinator will be responsible for customer communication, ticket coordination, technician scheduling, service dispatch, ticket queue management, and quality control.
The ideal candidate is highly organized, customer-focused, proactive, and comfortable working in a technology-focused environment. Experience working with an MSP, IT service desk, or ticketing/PSA platform is highly preferred.
What You'll Do
- Manage incoming customer service requests through phone, email, and ticketing systems.
- Create, review, categorize, prioritize, and assign service tickets.
- Gather information needed by technicians to resolve customer issues.
- Communicate service expectations, scheduling information, and status updates to customers.
- Coordinate remote and onsite technician schedules and appointments.
- Monitor active, overdue, waiting, scheduled, and escalated tickets.
- Follow up with technicians regarding stalled tickets, missing updates, and required documentation.
- Ensure tickets contain accurate titles, categories, priorities, notes, time entries, and resolution details.
- Review completed tickets for quality, accuracy, and documentation standards.
- Identify urgent, high-impact, security-related, or executive-level requests and escalate appropriately.
- Follow up with customers after service completion to confirm their issues have been resolved.
- Coordinate ticket handoffs between technicians and maintain service continuity.
- Assist with customer satisfaction, service-quality reporting, and operational reviews.
- Support billing preparation by identifying tickets with missing time, notes, approvals, or other required information.
- Prepare basic reports related to ticket status, overdue work, customer follow-ups, and service activity.
Requirements
- 2+ years of experience in customer service, service coordination, dispatch, help desk coordination, administration, or a similar role.
- Strong verbal and written English communication skills.
- Excellent organizational skills and attention to detail.
- Strong follow-through and ability to manage multiple priorities.
- Ability to remain professional and calm when handling customer concerns.
- Comfortable learning IT terminology and basic technical concepts.
- Proficiency with Microsoft Outlook, Word, Excel, Teams, and other business applications.
- Ability to accurately document customer communications, schedules, decisions, and service activities.
- Ability to work independently while coordinating closely with technicians and management.
- Reliable attendance and punctuality.
Technical & Service Management Skills
Experience with several of the following is highly valued:
- Professional Services Automation (PSA) platforms
- Ticketing and service management systems
- Service scheduling and dispatch platforms
- Service-level agreements (SLAs)
- Ticket prioritization and escalation procedures
- Basic networking and computer troubleshooting concepts
- Endpoint and remote support environments
- Customer service and service-quality reporting
Preferred Skills
- Experience working in an MSP or multi-client environment is a plus.
- Experience with ticket queue management, technician dispatch, service coordination, ticket quality assurance, customer escalation, ConnectWise, Autotask, or similar PSA platforms is highly valued.
Remote Work Requirements
Candidates must have:
- Reliable computer/laptop capable of supporting the role.
- Stable, high-speed internet.
- Professional and secure remote workspace.
- Ability to work with US-based teams and clients.
- Excellent communication skills when working remotely with customers and technical teams.
- Flexibility to work during US business hours based on client requirements.
Background Check
Selected candidates must complete a background check and provide a valid police clearance or equivalent official criminal-record clearance from their respective country/location before final employment.
Apply Now
If you're an organized and customer-focused professional with experience in service coordination, ticket management, dispatch, or IT service delivery, we'd love to hear from you.
Apply through GSD Staffing:
GSD Staffing Career Page
