Service Coordinator

Acumen Technology is seeking a highly organized, detail-oriented Service Coordinator to support the daily coordination and dispatch of service activities. This position plays a critical role in ensuring service requests are accurately documented, prioritized, assigned, scheduled, and followed through to completion.

The ideal candidate is an excellent communicator who can manage multiple priorities in a fast-paced environment while providing a professional and responsive client experience.

Based out of the Music City, Nashville, TN, Acumen Technology is a leading IT Managed Services Provider focusing on financial institutions, healthcare, and other industries that are serious about security and doing IT right. Our work from anywhere, have fun everywhere, environment makes us one of the best places to work in Middle, TN. Being a member of our team means weekly in-office lunches, awesome company events, a comprehensive benefits package, and, most importantly, training in the ability to hold conversations using nothing but GIFs.

• Excellent written and verbal communication skills
• Strong organizational and multitasking abilities.
• Exceptional attention to detail and accuracy.
• Ability to prioritize multiple requests in a fast-paced environment.
• Strong customer-service mindset with a professional and courteous approach.
• Ability to work independently and follow tasks through to completion.
• Strong sense of urgency and ownership.
• Ability to accurately document information and maintain organized records.
• Comfortable coordinating multiple people, schedules, priorities, and service requests simultaneously. 

• Previous customer service, dispatch, scheduling, administrative coordination, or service desk experience.
• Experience working in a fast-paced professional services or technology environment.
• Familiarity with ticketing or professional services automation systems.
• General understanding of IT terminology and managed services is helpful but not required.

• Coordinate service desk resources to maximize efficiency and technician utilization.
• Answer incoming service calls and dispatch support requests.
• Monitor incoming requests through email and the ticketing system.
• Ensure tickets are created accurately with the correct contact, type, subtype, priority, assigned resource, and other required information.
• Monitor technician schedules and coordinate ticket assignments.
• Review open tickets for accurate status, priority, documentation, and notes.
• Coordinate ticket escalations and reassignments when necessary.
• Follow up on service requests through resolution.
• Monitor ticket queues, including Needs Dispatch, Ready to Work, Customer Responded, Final Follow-Up, and stale tickets.

• Provide excellent customer service through timely, professional, and courteous communication.
• Communicate clearly with clients and internal team members regarding service requests.
• Develop and maintain familiarity with client environments to improve coordination.
• Maintain accurate documentation and ensure relevant information is captured within service tickets. 

• Verify that completed service requests include appropriate time entries, resolution information, and relevant notes.
• Monitor engineer availability and assist with escalation coordination.
• Monitor service metrics and ticket queues to help maintain service levels.
• Support scheduling, reporting, daily huddles, and service desk follow-up activities. 

A successful Service Coordinator should be someone who:

• Communicates clearly and professionally, especially in writing.
• Notices missing or inaccurate information and takes steps to correct it.
• Can stay organized when several requests arrive at the same time.
• Understands the importance of timely follow-up.
• Is comfortable holding others accountable for information needed to move requests forward.
• Takes ownership rather than waiting for someone else to identify the next step.
• Maintains professionalism when communicating with clients and technical staff.
• Is dependable, adaptable, and willing to ask questions when additional information is needed.