Service Coordinator

Job Description

Job Description

Description:

Service Coordinator

Company: Total Networks

Location: Phoenix, Arizona

About the Role

Total Networks is seeking a Service Coordinator to serve as the lifeline between clients and our service team. This role ensures IT operations run smoothly 24/7/365 by managing ticket load, coordinating resources, and maintaining a high level of customer satisfaction. The Client Service Coordinator works with client leadership, vendors, and team members to ensure timely service delivery and adherence to SLA policies.

Key Responsibilities

• Triage service requests arriving through email, manual entry, or direct client input.
• Answer technical support calls, create tickets, and transfer live calls to technical staff.
• Coordinate and manage staff calendars in the ConnectWise Dispatch Portal, ensuring accurate status and location tracking.
• Communicate with customers regarding ticket progress, planned changes, and outages.
• Maintain ownership of service boards (Triage, Help Desk, Implementations, PC Deployment) to ensure accurate status and documentation.
• Escalate high-priority issues based on impact and severity.
• Match technical resources to issues appropriately.
• Ensure awareness of organization’s key services being supported.
• Handle a high volume of inbound/outbound customer requests while meeting SLA standards.
• Record all support activity accurately and ensure timely issue resolution.
• Maintain and manage the on-call schedule at least two weeks in advance.
• Receive and track inventory, perform physical counts, and maintain product knowledge.
• Manage professional services schedules and coordinate project management with the engineers

Expectations

• Collaborate effectively in a team environment with strong communication skills.
• Meet call and ticket SLAs as defined by management.
• Follow checklists for managed boards at the start and end of each day.
• Maintain high levels of customer service and satisfaction.
• Submit weekly timesheets by end of shift Friday.
• Work toward annual goals and objectives set in HRIS with quarterly reviews.

Technical & Process Proficiencies

• Ticket lifecycle management.
• Service Level Agreement compliance.
• Basic computer and operating system knowledge.
• Strong interpersonal skills (telephony, communication, active listening, customer care).
• Ability to multi-task and adapt quickly.
• Technical awareness for matching resources to issues.
• Service awareness of supported IT services.
• Understanding of support tools, techniques, and IT service delivery.
• Accurate and efficient typing for service request entry.
• Self-motivation and ability to thrive in a fast-paced environment.

Benefits:

• 9 paid holidays
• 401K Retirement with matching contributions
• Excellent medical, vision, and dental insurance
• Life insurance and disability insurance
• 3 weeks PTO
• Eligible for PTO, 401k, benefits, you are a full-time employee

Top Reasons our Employees Love Being Part of the Blue Alliance Family:

1. Entrepreneurial Culture
2. Fast-paced Flow, with a Variety of Projects
3. Collaborative Work Environment
4. Training & Certifications
5. Career Growth Opportunities

If this sounds like what you’re looking for, it could be a great fit—for you and for us.

Why Join Total Networks?

Total Networks, a Blue Alliance company, is Arizona’s trusted IT partner for professional businesses that demand reliability, security, and strategic foresight. We help law firms, accounting practices, healthcare providers, and other service-driven organizations build confident technology roadmaps and productive, secure workplaces. As the only CompTIA Security Trustmark-certified IT provider in Arizona, we deliver industry-recognized excellence backed by decades of local experience. Our team is known for responsiveness, professionalism, and a proactive approach that puts people and outcomes first. We’re deeply connected to the Arizona business community and committed to helping our employees grow through meaningful work, recognition, and real impact. At Total Networks, your expertise helps businesses thrive, and you do, too.