Service & Operations Coordinator
The Bridge Group
full-time
Posted on:
Location Type: Hybrid
Location: Columbus • Ohio • United States
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About the role
- Monitor incoming service requests via phone, email, and ticketing system.
- Complete tickets for simple and/or process-based requests.
- Create, categorize, and prioritize support tickets based on urgency and SLA requirements.
- Dispatch tickets to technicians based on skillset, availability, and workload.
- Coordinate onsite appointments and remote service scheduling.
- Track ticket progress and follow up on aging or stalled requests.
- Escalate urgent issues to technical leadership when necessary.
- Coordinate work on client projects.
- Act as a primary point of contact for client service inquiries.
- Provide updates on ticket status and service timelines.
- Confirm appointments and coordinate service windows.
- Maintain professional, friendly, and proactive communication with clients.
- Coordinate procurement of hardware, software licenses, and service renewals.
- Prepare quotes for client approval (in coordination with leadership).
- Process purchase orders and track shipments.
- Coordinate equipment staging, delivery, or installation scheduling.
- Assist with client onboarding and offboarding coordination.
- Maintain accurate ticket documentation and service notes.
- Verify ticket completion for billing readiness.
- Support internal workflow improvements and process documentation.
- Maintain accurate client contact and configuration records.
Requirements
- 2+ years in administrative coordination, customer service, or operations support.
- Strong organizational skills.
- Excellent written and verbal communication skills.
- Comfortable working in a fast-paced, interrupt-driven environment.
- High attention to detail and follow-through.
- Preferred Qualifications: Experience working for a Managed Service Provider (MSP). Familiarity with PSA and RMM systems. Experience with IT procurement or vendor coordination. Basic understanding of IT terminology and managed services workflows. Experience coordinating logistics or order fulfillment.
Benefits
- Health insurance
- Flexible work arrangements
- Professional development
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
ticketing systemservice requestsprocurementpurchase ordersIT procurementvendor coordinationlogistics coordinationorder fulfillmentprocess documentationclient onboarding
Soft Skills
organizational skillscommunication skillsattention to detailfollow-throughproactive communicationclient servicecoordinationproblem-solvingtime managementadaptability