Service Coordinator

Job Description

Job Description

Description : Service Coordinator

Company : Total Networks

Location : Phoenix, Arizona

About the Role

Total Networks is seeking a Service Coordinator to serve as the lifeline between clients and our service team. This role ensures IT operations run smoothly 24 / 7 / 365 by managing ticket load, coordinating resources, and maintaining a high level of customer satisfaction. The Client Service Coordinator works with client leadership, vendors, and team members to ensure timely service delivery and adherence to SLA policies.

Key Responsibilities

• Triage service requests arriving through email, manual entry, or direct client input.
• Answer technical support calls, create tickets, and transfer live calls to technical staff.
• Coordinate and manage staff calendars in the ConnectWise Dispatch Portal, ensuring accurate status and location tracking.
• Communicate with customers regarding ticket progress, planned changes, and outages.
• Maintain ownership of service boards (Triage, Help Desk, Implementations, PC Deployment) to ensure accurate status and documentation.
• Escalate high-priority issues based on impact and severity.
• Match technical resources to issues appropriately.
• Ensure awareness of organization’s key services being supported.
• Handle a high volume of inbound / outbound customer requests while meeting SLA standards.
• Record all support activity accurately and ensure timely issue resolution.
• Maintain and manage the on-call schedule at least two weeks in advance.
• Receive and track inventory, perform physical counts, and maintain product knowledge.
• Manage professional services schedules and coordinate project management with the engineers

Expectations

Technical & Process Proficiencies

Benefits :

Top Reasons our Employees Love Being Part of the Blue Alliance Family :

If this sounds like what you’re looking for, it could be a great fit—for you and for us.

Why Join Total Networks?

Total Networks, a Blue Alliance company, is Arizona’s trusted IT partner for professional businesses that demand reliability, security, and strategic foresight. We help law firms, accounting practices, healthcare providers, and other service-driven organizations build confident technology roadmaps and productive, secure workplaces. As the only CompTIA Security Trustmark-certified IT provider in Arizona, we deliver industry-recognized excellence backed by decades of local experience. Our team is known for responsiveness, professionalism, and a proactive approach that puts people and outcomes first. We’re deeply connected to the Arizona business community and committed to helping our employees grow through meaningful work, recognition, and real impact. At Total Networks, your expertise helps businesses thrive, and you do, too.

Requirements :