Service Coordinator

88426
WINNIPEG, Manitoba
Permanent/Direct Hire
3 days ago

Job Title: Service Coordinator
Location: Winnipeg, MB (Hybrid)
Estimated Duration: Fulltime

Job Overview
The Service Coordinator is responsible for overseeing IT ticket workflows, technician scheduling, escalation management, and SLA compliance. Acting as the central coordination point within IT operations, this role ensures efficient service delivery, balanced workloads, proactive queue management, and structured onboarding support for new clients and technicians.
The position plays a critical role in optimizing operational performance, improving customer satisfaction, and maintaining high service standards.

Job Responsibilities

  • Assign incoming tickets to appropriate technicians based on expertise and urgency.
  • Manage technician schedules to optimize utilization and minimize downtime.
  • Monitor ticket queues and escalate critical or unresolved incidents.
  • Track SLA compliance and proactively mitigate risks.
  • Conduct stale ticket reviews and reassign aging tickets.
  • Oversee end-to-end ticket workflow progression.
  • Support onboarding of new technicians and clients.
  • Provide ongoing Service Desk staff training:
    • SLA awareness and monitoring
    • Ticket prioritization best practices
    • ConnectWise navigation and reporting
    • Ticket documentation and communication standards
  • Improve operational reporting and workflow efficiency.
  • Promote best practices in service management and continuous improvement.

Qualifications

  • Experience in IT service management, Service Desk coordination, or similar operational role
  • Strong familiarity with ConnectWise (preferred) or similar ITSM tools
  • Understanding of SLA management and prioritization frameworks
  • Strong organizational and multitasking skills
  • Ability to train and mentor technical staff
  • Excellent communication and client-facing skills
  • Experience in ticket queue management and escalation handling
  • Process-driven mindset with strong attention to detail

The pay range that the employer reasonably expects to pay for this position is between CA$50,000 and CA$57,000

Our voluntary benefits offering includes medical, dental, vision and retirement benefits.

This posting is for an existing vacancy.

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Tundra Technical Solutions is a global workforce and technology delivery firm, ranked by Staffing Industry Analysts as one of the largest in North America. At Tundra, we aren't just hiring top talent at the world's most recognizable brands; we are pioneers of social recruitment. We are an equal opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability, genetic information, or other legally protected characteristics. We welcome and encourage diversity in the workplace.

We use artificial intelligence tools to help our recruiters screen and assess talent. These tools do not replace human decision making in the process.

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