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.

Requirements

Preferred candidates for this role will have:

• High school diploma or equivalent is required. Additional education, such as a two-year associate’s degree or four-year bachelor’s degree, is helpful.
• Experience in performing receptionist, customer service, office administrative functions, in a small or mid-size business environment, is preferred.
• Experience with ticketing software is preferred and helpful. Experience with ConnectWise Manage software is helpful.
• Experience with Microsoft Office software (Word, Excel and Outlook) is required.
• Good keyboarding skills.
• Excellent telephone skills.
• Strong interpersonal skills, organizational skills, and time management skills.
• Strong oral and written communication skills.
• Ability to work independently, but also as a strong supportive team member.
• Ability to handle frequent pressures, including demanding client contact, meeting time deadlines, and multitasking.
• Ability to exercise a high degree of diplomacy when dealing with clients in all types of organizational positions and with varying degrees of technical knowledge.

Benefits

Join Wolf Consulting’s team as a Service Coordinator and enjoy:

• Being a part of the strongest and fastest-growing IT networking company in the region.
• Working in a fun, energetic, and team-oriented work environment.
• Our commitment to helping you grow professionally with training and career advancement opportunities including certification testing support, training, and reimbursement.
• Competitive salary and benefits package including 100% employer paid medical, vision and dental insurance at the employee level, generous PTO and holiday offerings, 401(k) Plan with 4% company match, annual performance bonus when company goals are met, and monthly cell phone stipend.
• Social events and volunteering opportunities inside and outside the office.