Service Delivery Coordinator

Job Title: Service Delivery Coordinator
Company: US-Based Partner Company
Location: Fully Remote – LATAM Preferred
Job Type: Full-Time
Schedule: 40 hours/week
Compensation: Base Salary Starts at $1,300 USD/month

About the Role

GSD Staffing is hiring an experienced Service Delivery Coordinator to support a US-based Managed Service Provider (MSP) serving multiple client environments.

This role serves as the central coordination point between customers, technicians, and management. The Service Delivery Coordinator will be responsible for customer communication, ticket coordination, technician scheduling, service dispatch, ticket queue management, and quality control.

The idóneo candidate is highly organized, customer-focused, proactive, and comfortable working in a technology-focused environment. Experience working with an MSP, IT service desk, or ticketing/PSA platform is highly preferred.

What You'll Do

• Manage incoming customer service requests through phone, email, and ticketing systems.

• Create, review, categorize, prioritize,



and assign service tickets.

• Gather information needed by technicians to resolve customer issues.

• Communicate service expectations, scheduling information, and status updates to customers.

• Coordinate remote and onsite technician schedules and appointments.

• Monitor active, overdue, waiting, scheduled, and escalated tickets.

• Follow up with technicians regarding stalled tickets, missing updates, and required documentation.

• Ensure tickets contain accurate titles, categories, priorities, notes, time entries, and resolution details.

• Review completed tickets for quality, accuracy, and documentation standards.

• Identify urgent, high-impact, security-related, or executive-level requests and escalate appropriately.

• Follow up with customers after service completion to confirm their issues have been resolved.

• Coordinate ticket handoffs between technicians and maintain service continuity.

📌 Service Delivery Coordinator (Bogotá)
🏢 GSD Staffing
📍 Bogotá