**Please note: This position is not with EfficientAide. It is a full-time, in-person opportunity with one of our clients located in Miami, FL. The client’s identity will remain confidential until the second interview stage.

General Summary

The Service Coordinator is responsible for managing service requests and ensuring timely and effective delivery of IT services to clients. This involves coordinating with clients, technical staff, and vendors to schedule service delivery, track progress, and ensure SLAs are met.

The role also includes overseeing documentation and reporting, and proactively identifying opportunities for process improvements and operational efficiency.

Our Purpose, Cause, and Passion

At the heart of our work is a dedication to empowering our clients through exceptional IT service. We are driven by the belief that technology should serve people — not the other way around. Our team is committed to making complex technology accessible, seamless, and aligned with our clients’ missions.

Our core values include:

• Integrity – We do what’s right, even when it’s hard.
• Accountability – We own our responsibilities and follow through.
• Innovation – We seek continuous improvement and creative solutions.
• Client Focus – We go above and beyond to serve our clients with excellence.
• Teamwork – We collaborate and support one another to achieve shared success.

We are looking for someone who shares this passion for service, believes in making a positive impact through technology, and thrives in a people-first, values-driven culture.

Attributes and Characteristics

The ideal candidate is:

• A strong communicator with excellent interpersonal skills.
• Highly organized and detail-oriented.
• Able to work collaboratively in a team and handle high-pressure situations.
• A proactive problem-solver with technical curiosity and adaptability.
• Bilingual with strong English communication skills (both written and spoken).
  

Position Responsibilities

• Manage service tickets to ensure timely, effective resolution.
• Schedule and coordinate service delivery with clients, technicians, and vendors.
• Monitor SLA adherence and provide timely updates to clients.
• Maintain documentation and prepare service reports.
• Collaborate with leadership to optimize processes and delivery quality.
• Provide training/support for service tools and ensure guideline compliance.
• Act as a liaison between stakeholders to foster effective communication.
• Support cost control by monitoring service-related expenses.
• Identify and implement improvements in service tools and practices.
  

Knowledge, Skills, and Abilities

• Excellent communication and client management skills.
• Strong organizational and documentation capabilities.
• Customer service mindset with empathy and responsiveness.
• Analytical ability to track metrics and performance trends.
• Technical aptitude to communicate and understand IT environments.
• Ability to stay composed under deadlines and multitask effectively.
• Strategic thinking with tactical execution.
• Fluency in English and Spanish

Preferred Credentials and Experience

• Associate degree in a related field or equivalent experience preferred.
• 2–3 years of experience in customer service or a dispatch role is preferred
• Familiarity with ITSM frameworks (e.g., ITIL, COBIT, ISO/IEC 20000) is a plus.
• Knowledge of dispatching and ticketing systems preferred.
• Exposure to networking, cloud, or virtualization technologies is beneficial.
  

Compensation and Benefits

• Base Salary: $47,500 - 50,000 per year (based on experience)
• Bonus: Performance-based bonus incentives
• Benefits Include:
• Dental Insurance
• Vision Insurance
• Paid Time Off (PTO)
• Additional incentives for high performance

Growth Opportunities

• Mastery of key systems like RMM, PSA, and ticketing platforms.
• Achieving top-tier performance metrics (e.g., satisfaction, response/resolution times).
• Expanding into project management or leadership roles over time.

Salary

$47,500 - $50,000 per year