Senior Service Desk Coordinator

About Us
All I.T. specializes in nationwide onsite IT field services, connecting qualified technicians with enterprise clients requiring hands-on support across North America. We're seeking an experienced senior service desk coordinator to join our operations team and support our service manager in delivering exceptional field service coordination.

Role Overview
Coordinate and dispatch field technicians for datacenter migrations, hardware deployments, and IT infrastructure projects across North America. You'll manage day-to-day service desk operations, maintain client communications, and ensure seamless project execution in a fast-paced environment.


Essential Requirements
Experience & Skills

Minimum 1+ years dispatching on-site field technicians - hands-on experience coordinating technical field work
Knowledge of USA geography, and regional differences
Strong phone communication skills - comfortable conducting verbal follow-ups and client coordination calls
Professional written communication - clear, accurate email correspondence with clients and technicians
Positive, proactive work approach - maintains optimism and takes initiative in challenging situations
Exceptional attention to detail - accuracy in scheduling, documentation, and administrative tasks
Task completion reliability - follows instructions precisely and delivers consistent results
Fast-paced environment performance - thrives in high-volume service desk operations
Administrative consistency - reliable ticket preparation, inbox management, and documentation
Quick learning ability - rapidly retains new procedures and navigates systems independently

Technical Requirements

Microsoft Teams, Google Sheets, and Outlook proficiency - daily use for coordination and communication
Dual-screen workstation - required for multitasking efficiency
High-performance computer - minimum 32GB DDR5 RAM and GEN4 SSD for optimal system performance
Reliable internet with backup ISP - ensures uninterrupted connectivity for critical service desk operations

Key Responsibilities
Coordinate field technician assignments and travel logistics for datacenter migrations and hardware installations
Execute real-time service desk operations, including emergency response and scheduling adjustments
Maintain accurate records of technician certifications, availability, and geographic coverage
Track project milestones and SLAs across multiple concurrent engagements
Ensure clear communication between clients, field technicians, and internal teams
Support continuous improvement initiatives for service desk operations
Assist with mentoring junior tea ---------- mbers as needed

MUST HAVE

Ticketing System experience (Connectwise strongly preferred) - familiarity with our primary management platform
Field Nation / Workmarket platform experience - knowledge of technician marketplace operations
MSP or Field Service company background - prior experience supporting U.S.-based clients in managed services or field service environments

We Welcome Diverse Industry Experience
Whether you've coordinated service desk operations in logistics, field services (plumbing, HVAC, telecommunications), or traditional IT companies - candidates who bring cross-industry perspective add valuable insights to our team.
Career Path
This position reports to our service manager and offers clear advancement opportunities for growth into senior leadership roles as you develop your skills and expand your responsibilities within our growing organization.
Benefits

Competitive monthly salary
16 days PTO (8 sick, 8 vacation)
13th-month pay
Full remote work
Career growth opportunities
Technology equipment support

Ready to Apply?
If you have the dispatch experience and communication skills, to excel in this role, we'd love to hear from you. Please include details about your field technician coordination experience and current workstation setup in your application.