Service Coordinator

The Service Coordinator is a multi-faceted role with responsibilities that affect all aspects of the organization. The organization is composed of 3 key areas: Helient Professional Services (HPS), Helient Managed Services (HMS) and the Project Management Office (PMO). This role will be responsible for coordinating and scheduling activities that involve resources from all three areas. This position reports to the Managing Director of the Project Management Office (PMO).


  • Act as a quick responder to affirm to clients that we have received their requests and set expectations on service
  • Prioritize requests based on effort and urgency
  • Technical Services Team scheduling, to maximize utilization, productivity, and revenue production
  • Schedule engineers for remote working sessions and onsite visits as necessary
  • Communicate with team members and management to ensure proper ticket flow
  • Assign service tickets as appropriate and track status and updates across multiple clients and engineers
  • Complete internal projects as assigned by management
  • Dispatching tickets and engineers (Datto AutoTask PSA, ServiceNow or ConnectWise experience preferred)
  • Review and follow-up on tickets/tasks verifying no outstanding items bringing requests to completion
  • Coordinates technical team daily calendars and assigns service tickets accordingly
  • Creation of scheduled reporting of ticket/task status updates

Required Skills and Qualifications

  • 2+ years of experience working for a Managed Service Provider
  • Self-motivated and self-managed, with the ability to work in a fast-moving environment
  • Customer Service attitude with empathy and patience
  • History of consistent job attendance and strong work ethic
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • Commitment and drive, getting things done, especially when challenges arise
  • Verbal and written communications mastery
  • Computer-user mastery
  • Relationship management
  • Dispute resolutions
  • Organizer extraordinaire
  • Optimizing resource utilization
  • Datto AutoTask Admin – configure, manage, update, user permissions, user add/remove/change
  • Documentation – Proofread/format client facing documentation prior to delivery. Maintain internal documentation and for all clients

Law firm experience would be a plus but is not a requirement. Helient offers flexible working conditions, fantastic benefits, and a competitive salary. If you are looking to challenge yourself, work with a top-notch team, reap the rewards of success and have a lot of fun along the way, please contact us immediately at

Seniority Level

Job function
Project Management, Technology, Customer Service

Employment type

Project Management, Managed Services, Information Technology

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