We are looking for a highly organized and detail-oriented Service Coordinator to join our team. This role is critical in ensuring smooth transitions for our clients during onboarding, offboarding, and service agreement changes. You will act as the central point of coordination between clients, internal technical teams, and third-party vendors, ensuring that all processes are executed efficiently, consistently, and with a great customer experience.
Job requirements
* Previous experience in a service coordination, project coordination, or administrative role in an IT MSP or tech environment.
* Strong understanding of IT services, cloud technologies, and typical MSP offerings.
* Familiarity with PSA tools (e.g., ConnectWise, Autotask) and CRM systems is preferred.
* Excellent communication and interpersonal skills – able to engage with technical and non-technical stakeholders.
* Highly organized with strong attention to detail and time management.
* Ability to manage multiple priorities in a fast-paced environment.
* Problem-solving mindset with a proactive approach.
Desirable
* ITIL foundation certification or experience working within ITIL frameworks.
* Basic technical knowledge or helpdesk background is a plus.
* Familiarity with Microsoft 365, Azure, and other common MSP tools
Job responsibilities
Client Onboarding:
* Coordinate all onboarding activities, including account creation, service provisioning, hardware/software setup, and internal resource allocation.
* Liaise with clients to gather necessary information and documentation.
* Ensure all onboarding tasks are tracked, documented, and completed within SLAs.
* Conduct welcome calls and ensure a smooth handover to the support team.
Client Offboarding:
* Manage and track offboarding processes including account deactivation, data retrieval or destruction, hardware return, and access revocation.
* Ensure security and compliance standards are met during offboarding.
* Communicate final actions and closure details to internal and external stakeholders.
Service Agreement Management:
* Facilitate changes to service agreements such as license counts, scope changes, and contract renewals or terminations.
* Work with account managers to ensure client expectations are clearly documented and updated in internal systems.
* Maintain accurate records of agreement amendments in PSA/CRM tools.
Cross-functional Coordination:
* Act as a liaison between sales, technical, and finance teams to ensure smooth transitions and service updates.
* Coordinate with third-party vendors when required.
* Identify and escalate delays or issues that may impact timelines or service quality.
Process Improvement:
* Identify areas of improvement in onboarding/offboarding workflows and contribute to process optimization.
* Maintain and update standard operating procedures (SOPs).