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Service Coordinator
Job Location:
Job Location:
Makati City - Philippines
Monthly Salary:
Not provided by the employer
Monthly Salary:
Posted:
6 August 2026 (6 hours ago)
Posted:
Application Deadline:
3 November 2026
Application Deadline:
Vacancies:
1 Vacancy
Vacancies:
Job Summary
SUMMARY
The Service Coordinator is the operational hub of the Companys IT service desk. This role receives evaluates and prioritizes incoming IT support and project requests then assigns and schedules the right engineers to deliver them. The coordinator keeps the ConnectWise Manage queue accurate current and moving maintains proactive client communication throughout the life of each ticket and gives the Service Manager clear visibility into queue health scheduling risk and escalations. The position has frequent contact with clients engineers leadership and vendors and is central to consistent high-quality service delivery.
JOB RESPONSIBILITIES
- Triage prioritize and assign incoming service and project tickets in ConnectWise Manage based on urgency impact and engineer capacity.
- Manage daily engineer schedules balancing firm commitments emergencies and project time so work keeps moving forward.
- Maintain ticket hygiene and data quality across the board so every ticket is clear correctly categorized and actionable.
- Keep clients informed with timely professional updates that match the priority of their issue.
- Monitor open tickets for stalls past-due dates and time-on-ticket thresholds and escalate per protocol.
- Give the Service Manager operational visibility through accurate queue data and basic reporting.
- The Service Coordinator handles service and project tickets in the same operational manner for scheduling assignment follow-up and escalation. This role does not own project scope timelines budgets or outcomes which remain with the Service Manager or designated Project Owner.
QUALIFICATIONS
- Three or more years of customer service experience ideally in a technology or service-desk environment.
- Working familiarity with current business hardware software and mobile devices.
- Proficiency with core business software such as email calendaring and ticketing or CRM tools.
- Strong written and verbal communication with the ability to write clear client-ready updates.
- Ability to multitask prioritize and make sound decisions in a fast-paced changing environment.
- Comfort learning and working within a PSA or ticketing platform; ConnectWise Manage preferred.
- Highly organized and detail-oriented with a strong bias toward follow-through.
JOB REQUIREMENTS
- Should be willing to accept a long-term work-from-home arrangement.
- Should be amenable to a permanent night shift schedule.
