ROLE AND MISSION

The Service Coordinator oversees and coordinates the activities of the service department with the technical team. Their role is to ensure continuous improvement of processes and to make sure team members are working on the right tasks, in the right order of priority. If you are ready to coordinate, control, and improve to guarantee excellence, you are the right person for the job.

MAIN RESPONSIBILITIES

• Identify cases that require client contact (validate the legitimacy of the request, assess the nature of the work to be done, and transfer to the account manager when necessary)
• Ensure that ticket summaries are adequate and standardized
• Ensure that all tickets contain the correct details (agreement, configuration, contact)
• Make sure team members are working on the right tasks (based on skills) and in the proper order of priority (based on urgency level)
• Supervise the performance of automation tools
• Ensure that the team follows established processes and provide feedback when any member fails to do so
• Propose new procedures (or improvements to existing ones) to enhance service quality, using the “Continuous Improvement” board in CW Manage, and brief the Service Director accordingly.

DESIRED PROFILE

The ideal candidate for the Service Coordinator position should demonstrate the following skills and experience:

Experience:

Minimum of 3 to 5 years of experience in a service coordination, dispatching, or ticket/incident management role — ideally in a managed services provider (MSP) or IT support environment

Organizational and Prioritization Skills:

Strong sense of organization, thoroughness, and attention to detail to ensure ticket quality (summaries, details, configurations)

Excellent ability to manage multiple priorities and make quick decisions based on urgency and available skills

Communication and Interpersonal Skills:

Strong verbal and written communication skills for client interaction (case interception) and team feedback

Ability to take on a supervisory and monitoring role while maintaining a constructive attitude toward process improvement

Basic understanding of the lifecycle of a technical support ticket and the challenges of service delivery

ASSETS

• Customer Experience: Experience in a role involving client contact for request qualification and expectation management
• Continuous Improvement: Practical experience in documenting and proposing new procedures to improve operational efficiency
• Automation: Knowledge or experience with workflow automation tools or supervising automated tasks in an IT service context
• Bilingualism (if applicable): Proficiency in both French and English (depending on the company environment and clientele)

WHAT WE OFFER

• Competitive salary scale
• Bonus program
• Ongoing training program
• Group insurance benefits