Service & Project Coordinator – Technology/IT Department 

Job Overview: The Service & Project Coordinator will be responsible for managing and coordinating Technology/IT service tickets, projects, and daily scheduling needs, ensuring smooth operations and timely project execution. This role involves collaboration with project managers, technicians, account managers, and department managers to maximize team productivity. The coordinator will also provide backup support for Telecom’s procurement and purchasing functions when necessary. 

The Technology/IT department covers a wide range of technologies, including IT hardware and applications, Managed Services, VoIP Unified Communications, Analog/Digital phone systems, IP/Analog Paging Systems, Collaboration Tools (such as Teams/Zoom), Camera/Surveillance systems, and Access Control systems. 

 Key Responsibilities: 

• Represent TeleCom with a professional appearance and demeanor, maintaining a high standard of communication with both internal teams and clients. 

• Maintain an organized approach to managing technician’s schedules, ensuring timely updates on priorities, progress, and status. 

• Regularly monitor and update the daily schedule, adjusting as necessary to accommodate changes and ensure tasks are completed efficiently. 

• Maintain consistent communication with project managers, technicians, account managers, and the departments manager regarding scheduling, updates, and changes. 

• Ensure excellent client satisfaction by answering calls, emails, and service tickets promptly, providing timely updates on projects and service requests. 

• Utilize TeleCom’s technology tools, including Professional Service Automation (PSA)/Ticketing System, Microsoft SharePoint, and communication applications, to track and manage service tickets, projects, and schedules. 

• Submit weekly time and expense reports through PSA/ticketing system as per Telecom policy. 

• Ensure proper documentation of internal processes and procedures for scheduling and project coordination tasks. 

• Participate in weekly Technology/IT Department meetings to communicate updates, ideas for improvements, and necessary changes. 

• Monitor the PSA/ticketing system Technology/IT Service Board and Dispatch Portal to ensure projects and service tickets are being addressed promptly. 

• Coordinate and schedule all Technology/IT projects, support tickets, and customer requests with the assistance of project managers, ensuring quick turnaround and effective communication with clients and technicians. 

• Update customer information in PSA/ticketing system and notify sales managers of new clients contacting for Technology/IT department needs. 

• Keep track of incorrect scheduling status, overdue tickets, and product statuses, and provide updates using dashboards and workflow notifications. 

• Maintain the weekly “On Call” schedule and updating the holiday calendar and holiday auto attendant files in Telecom’s internal phone system 

• Backup procurement role duties: including ordering, receiving, and staging parts for projects, creating configurations, delivering parts to technicians, and shipping parts to customers or vendors when required. 

• Backup fleet management role duties: assist with coordinating fleet maintenance services.  

 Qualifications: 

• Strong communication and collaboration skills; able to work effectively with cross-functional teams. 

• Proficiency with PSA/ticketing system, Microsoft SharePoint, and other communication tools. 

• Ability to manage and prioritize multiple schedules and tasks in a fast-paced environment. 

• Strong organizational skills with attention to detail. 

• Flexible availability to accommodate non-business hour work if necessary. 

• Experience in customer service, ensuring client satisfaction and addressing needs promptly. 

• Ability to understand and utilize technical tools and systems related to service tickets and project management. 

• Must be able to adapt to and manage last-minute changes in schedules or tasks effectively. 

• Ability to retain information related to current tickets, recent service history, ongoing situations, and technician logistics. 

Additional Requirements: 

• Participate in training and certification as required for the role. 

• Follow Telecom’s vehicle and driver policies when using company vehicles. 

• Occasional flexibility for non-business hours support may be needed to accommodate technician schedules and project requirements. 

This role reports directly to the Technology/IT Department Manager and is key to ensuring that Telecom’s Technology/IT projects and services run efficiently, with a focus on client satisfaction, team coordination, and overall operational success. 

 Benefits:  

• Paid medical insurance for the employee  

• Simple IRA plan with company contributions.  

• Paid time off and 9 paid holidays per year   

• On-the-job training provided  

• Opportunities for exposure to additional technology and growth.  

About:   

TeleCom Business Solutions, Inc. is a growing company based in South-Central Pennsylvania (Hallam, PA). We provide technology solutions to commercial clients based in our region (typically the York, Harrisburg, and Lancaster, PA area). TeleCom provides low voltage cabling, telephone systems, camera systems, access control, cell phone boosting systems, paging systems, unified communications systems, IT services, and MSP services for our clients. TeleCom was started in 1992 and has continued to provide these services for the last 32 years. We strive to provide the highest level of service and installation work and are looking for other like-minded people to join our family. We care about each of our employees and work towards making their role fit their career and personal needs.