Service Coordinator

Wolf Consulting, LLC is the trusted leader in computer support and cloud services for small to mid-size businesses.

With over 37 years of experience, we help clients focus on their growth by alleviating their technology concerns.

We have been recognized as a Top Managed Services Provider and one of the Best Places to Work in Western Pennsylvania for nine years.

We're hiring a Service Coordinator to support day-to-day service delivery for our Managed Service Provider (MSP) clients.

This role is the operational hub between clients, technicians, vendors, and internal teams-owning ticket flow, scheduling, and communication, and creating a "white glove" client service experience.

After the initial onboarding and training period, this person will work a hybrid work schedule of two days in our office in Monroeville and three days from their home office.

Essential Duties and Responsibilities: * Create and manage service requests, set delivery expectations, and coordinate resources.

* Collaborate with service teams for scheduled visits and projects.

* Work with Client Success and Service Managers on resource scheduling.

* Serve diverse clients and liaise with various stakeholders.

* Pre-process service requests from multiple sources; handle incoming calls.

* Review, assign, and manage service requests based on technician availability and skill level.

* Oversee daily service team activities and workloads.

* Update customers on ticket status and scheduled work.

* Ensure timely resolution of service requests; escalate when necessary.

* Educate clients on using the Wolftrack agent for ticket creation.

* Monitor service metrics and ongoing projects.

* Provide weekly service reviews to management on productivity and satisfaction.

* Ensure timely time entry on tickets using ConnectWise Manage.