Position Summary The Service Coordinator is a central member of the Managed Services team, responsible for coordinating day-to-day service delivery and ensuring client requests move efficiently from initial receipt through resolution and closure. The position manages technician scheduling and dispatch, monitors the service-ticket queue, coordinates client communications and appointments, follows up on outstanding work, and helps ensure tickets contain accurate and timely documentation. The Service Coordinator also assists with product and equipment procurement, order tracking, third-party vendor coordination, and the maintenance of records required for client service and the company’s security and compliance processes.

Key Responsibilities
1. Service Ticket Management
· Actively monitor the service desk ticket queue throughout the business day.
· Review new tickets for appropriate client, contact, priority, status, categorization, assignment, and scheduling information.
· Assign or coordinate assignment to an appropriate technician based on priority, required skills, availability, geography, and client requirements.
· Monitor open tickets to ensure work continues to progress toward resolution.
· Identify tickets that are stalled, overdue, missing information, awaiting client response, or approaching an applicable service target.
· Follow up with technicians and clients when additional information or action is required.
· Escalate service-impacting issues, recurring problems, security concerns, capacity constraints, and unresolved tickets under established procedures.
· Ensure each ticket clearly identifies its status, next action, responsible party, approvals, and relevant scheduling information.
· Help verify that completed work is documented appropriately before closure and that service records remain in the approved service-management system. 2. Technician Scheduling and Dispatch
· Maintain and coordinate the daily service schedule for technicians.
· Schedule remote and onsite appointments based on business impact, priority, technician availability, geography, and required skills.
· Balance scheduled work against incoming incidents and urgent requests.
· Coordinate technician calendars to reduce conflicts and unnecessary travel.
· Communicate appointments and scheduling changes promptly to technicians and clients.
· Reassign or escalate work when circumstances change or a technician becomes unavailable.
· Coordinate project or larger service activities with the appropriate technical lead or service manager.
· Maintain visibility into technician workload and flag capacity concerns to service management. 3. Client Communication
· Serve as a coordination point between clients and technical staff.
· Confirm appointments and provide appropriate scheduling and service-status updates.
· Follow up when tickets require additional information, approval, access, or scheduling.
· Communicate delays or changes professionally and promptly.
· Escalate client concerns or dissatisfaction to the appropriate manager.
· Protect confidential client and company information in all communications. 4. SLA and Service Delivery Coordination
· Monitor service requests against applicable service priorities and service-level commitments.




· Identify tickets at risk of exceeding response or resolution targets.
· Escalate high-impact or time-sensitive issues using established procedures.
· Assist service management in identifying recurring scheduling, workflow, or service-delivery issues.
· Support reporting on ticket volume, aging, response, resolution, and other approved operational measures. 5. Product Procurement and Order Coordination – Assistance to Primary Procurement Personnel
· Obtain pricing and availability from approved suppliers and distributors.
· Prepare quotes, purchase requests, and purchase orders under established procedures.
· Obtain required authorization before placing orders and place only approved orders.
· Track shipments, backorders, and delivery dates; coordinate delivery to the office, technicians, or client locations.
· Verify received products against applicable purchase and sales documentation.
· Maintain accurate procurement records in approved business systems.
· Escalate discrepancies involving pricing, quantities, warranties, or deliveries.
· Coordinate returns and warranty or RMA activities as required. 6. Third-Party Vendor Coordination – Assistance to Primary Vendor Coordinator
· Schedule approved third-party vendors, contractors, carriers, and service providers for client-site work.
· Confirm dates, locations, contacts, approvals, and authorized scope before dispatch.
· Ensure third parties receive only the information and access reasonably necessary for authorized work.
· Maintain records of vendor engagements, scheduling, approvals, site access, and work completion.
· Escalate requests for privileged, physical, network, or system access through established approval processes.
· Notify management promptly of vendor delays, service concerns, security concerns, or deviations from authorized scope.
· Obtain applicable completion records and supporting documentation. 7. Security, Privacy, and SOC 2 Responsibilities
· Follow company information-security, privacy, acceptable-use, access-control, records-retention, and confidentiality policies.
· Use only authorized systems and accounts when accessing company or client information.
· Follow role-based access, least-privilege, and segregation-of-duties requirements.
· Maintain sufficient records of material service, procurement, vendor, and approval activities to support traceability and audit evidence.
· Never share credentials or circumvent established security controls.
· Immediately report suspected security incidents, privacy incidents, unauthorized access, suspicious requests, or policy violations through approved channels.
· Obtain required authorization before coordinating access or changes that require approval.
· Complete required security, privacy, accessibility, and compliance training. QualificationsRequired
· Strong organizational, scheduling, and workload-management skills.
· Excellent written and verbal communication skills.




· Ability to manage multiple priorities in a deadline-driven service environment.
· Robust attention to accuracy, detail, follow-through, and documentation.
· Professional client-service skills and sound escalation judgment.
· Comfort working with service-management/ticketing, scheduling, and business productivity systems.
· Ability to handle confidential client and business information appropriately. Preferred
· Experience in a managed service provider, IT service desk, technical-services, dispatch, or service-coordination environment.
· Experience using a Professional Services Automation (PSA) Autotask or IT service-management platform.
· Familiarity with Microsoft 365 and common business technology.
· Experience coordinating technical personnel, field-service resources, contractors, or third-party vendors.
· Purchasing, procurement, logistics, inventory, warranty, or RMA coordination experience.
· General understanding of cybersecurity, privacy, SLA-driven service, and information-security practices. Core Competencies
· Organization and prioritization
· Service ownership and follow-through
· Client communication
· Scheduling and resource coordination
· Documentation and record keeping
· Confidentiality and discretion
· Team collaboration
· Vendor and procurement coordination
· Security and compliance awareness Physical and Work Requirements
· Ability to perform computer-based administrative and coordination work for extended periods, with accommodation where required.
· Occasional movement or handling of typical office or IT equipment may be required where it is a bona fide occupational requirement, subject to applicable accommodation obligations. Accessibility and Equal Opportunity Rational Business Solutions is committed to an inclusive and accessible recruitment and employment process. Accommodation is available upon request for applicants participating in all aspects of the recruitment and selection process. Employment decisions will be based on legitimate job-related qualifications and business requirements and will be made in accordance with applicable Ontario employment, human-rights, accessibility, occupational health and safety, privacy, and anti-reprisal requirements. Role Boundaries and Control Expectations
· The Service Coordinator coordinates work but does not independently approve privileged access, security exceptions, material system changes, non-standard vendors, or purchases beyond delegated authority.
· Required approvals must be obtained and retained in the approved record system before the related action is taken.
· Client, vendor, procurement, and ticket information must remain within approved systems and be retained according to company policy.
· Suspected incidents, unauthorized activity, control failures, or conflicts of interest must be escalated immediately.

Job Type
Full-time Pay: $40,000.00-$50,000.00 per year Ability to commute/relocate:
- Markham, ON: reliably commute or plan to relocate before starting work (required) Application question(s):
- Please confirm you understand this is an in office position. It is NOT remote or hybrid Language:
- English (required)

Location:
- Markham, ON (required) Work

Location:
In person

📌 Service Coordinator (Markham)
🏢 Rational Business Solutions
📍 Markham