Overview
Service Coordinator Jobs in Baton Rouge, Louisiana, USA at ClowdCover
As a Service Coordinator at Clowd Cover, you will be responsible for triaging and dispatching service tickets, managing small to medium-sized projects, and ensuring that our managed IT services operate smoothly and efficiently. This role requires strong organizational skills, attention to detail, and experience with Connect Wise Manage. You will also be involved in coordinating resources and managing timelines to deliver high-quality service to our clients.
Key Responsibilities
Ticket Management:
Monitor incoming service tickets via Connect Wise Manage.
Prioritize and categorize tickets based on urgency and impact.
Assign tickets to appropriate technicians or teams for resolution.
Track and follow up on tickets to ensure timely completion.
Dispatching:
Coordinate and dispatch technicians to client sites or remote support sessions based on their availability, expertise, and the nature of the service request.
Ensure efficient resource allocation to meet service level agreements (SLAs).
Client Communication:
Serve as the primary point of contact for clients during the service ticket lifecycle.
Provide updates and manage expectations around ticket resolution times.
Escalate issues to higher-level support or management as necessary.
Project Management:
Oversee small to medium-sized IT projects from initiation to completion.
Develop and manage project plans, including timelines, resource allocation, and budget tracking.
Coordinate with internal teams and clients to ensure project milestones are met.
Document project progress and communicate updates to stakeholders.
Documentation:
Maintain accurate and up-to-date records of service tickets, actions taken, and resolutions in Connect Wise Manage.
Generate and analyze reports on ticket volume, response times, and other key metrics for continuous improvement.
Document project progress, lessons learned, and best practices.
Coordination:
Work closely with the service team to ensure resources are effectively utilized.
Assist in scheduling preventive maintenance, upgrades, and other recurring tasks.
Collaborate with other departments to address client needs holistically.
Process Improvement:
Identify opportunities for improving ticket management processes, project delivery, and client satisfaction.
Contribute to the development and implementation of best practices for service coordination and project management.
Qualifications:
Education & Experience:
High school diploma or equivalent required; associate’s or bachelor’s degree in a related field is a plus.
Previous experience in a service coordinator, dispatcher, or project management role, preferably in an IT or technical environment.
Familiarity with Connect Wise Manage is required.
Skills:
Strong organizational and multitasking abilities.
Excellent verbal and written communication skills.
Proficiency with ticketing systems, particularly Connect Wise Manage, and office software (e.g., Microsoft Office Suite).
Basic understanding of IT concepts and terminology.
Strong project management skills, including experience with managing timelines, resources, and budgets.
Other Requirements:
Strong problem-solving skills and attention to detail.
Ability to remain calm and professional under pressure.
Willingness to work flexible hours as needed.
Job Type: Full-time
Health insurance
Paid time off
Vision insurance
Schedule:
8-hour shift
Weekend availability
Location: Baton Rouge, LA 70816
Compensation: $45,000.00-$55,000.00
Seniority level: Entry level
Employment type: Full-time
Industries: IT Services and IT Consulting
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Title: Service Coordinator
Company: ClowdCover
Location: Baton Rouge, Louisiana, USA
Category: Customer Service/HelpDesk, Administrative/Clerical
