Service Desk Coordinator

Bloom Recruitment is in search of a Service Desk Coordinator to join our client’s fast-growing team as soon as possible.

Our client is a national Managed Service Provider and a TSXV Top 50 company, delivering leading IT solutions to businesses across Canada for over 30 years. Their service offerings span managed networks, cybersecurity, data protection, backup, colocation, and related cloud services.

As the organization continues to grow rapidly, they are making strategic investments in people, systems, and processes to support increased service demand while maintaining a consistently high standard of client experience. With an expanding customer base and internal technical teams, they are seeking a highly organized, service focused Service Desk Coordinator to support day to day service operations and act as a key point of coordination between clients and technical teams.

POSITION SUMMARY:

Reporting to the Service Delivery Manager, the Service Desk Coordinator will act as the central coordination point for all incoming client service requests. This role is responsible for receiving calls and tickets, accurately triaging requests, and dispatching work to the appropriate technical teams based on priority, severity, scope of work, project requirements, and region. As the first point of contact between clients and the service team, this position plays a key customer-facing role, representing the organization with professionalism while setting expectations, gathering information, and ensuring a positive support experience from initial contact through resolution.

This is hybrid, work from home position, with initial training and ramp up taking place in the office full time, before transitioning to a hybrid set up.

KEY RESPONSIBILITIES:

• Receive incoming client service requests via phone, email, and ticketing system
• Log, categorize, and prioritize support tickets based on severity, urgency, and business impact
• Dispatch tickets to the appropriate technical team or personnel based on skill set, workload, region, and scope of work
• Coordinate escalations for high-priority or time-sensitive issues to ensure timely response
• Monitor ticket queues to ensure service level agreements are met
• Communicate clearly and professionally with clients regarding ticket status, expectations, and next steps
• Work closely with Tier 1, Tier 2, Tier 3, project teams, and leadership to balance workloads and resource availability
• Identify recurring issues or workflow bottlenecks and escalate trends to leadership
• Maintain accurate and up-to-date documentation within the ticketing system
• Support scheduling for on-site visits, project work, and after-hours support when required
• Ensure a calm, professional, and customer-focused approach during all interactions

QUALIFICATIONS:

• Previous experience in a dispatcher, service coordinator, or service desk role
• Experience working in an MSP or IT support environment is required
• Strong understanding of ticket triage, prioritization, and escalation workflows
• Excellent organizational and multitasking abilities
• Strong verbal and written communication skills
• Ability to remain calm and methodical in fast-paced or high-pressure environments
• High attention to detail and accuracy
• Comfortable working with ticketing systems and service management tools
• Strong customer service mindset and professional phone etiquette
• Ability to work independently in a remote environment
• Experience coordinating technical teams or field technicians is considered an asset

BENEFITS + PERKS:

• Competitive salary and benefits package
• 3 weeks of annual vacation to start
• Dynamic, team-oriented environment
• Opportunity for growth within a rapidly expanding MSP
• Exposure to a wide range of clients, technologies, and service operations
• Health and wellness initiatives