Are you looking for a place to work with ZERO drama, egos, hidden agendas, or corporate politics? Do you want to feel appreciated for your skills and hard work instead of having your ambition and drive sucked out of you with all the B.S. you have to deal with?

If so, read on.

Apply today to be a part of a growing team of IT professionals. Secure Future Tech Solutions is a three-time award-winning Providence Business News Best Places to Work, IT industry leader, specializing in servicing small to medium sized businesses in New England for over 31 years.

We are currently seeking an IT Service Coordinator who is passionate about the IT industry and being a key component of creating and maintain a stellar client experience.

Secure Future Tech's Mission: To provide expert technology guidance to the SMB market, through a professional partnership that provides a solid foundation to secure and grow their businesses.

If you align with our mission, please read on…

In your role as IT Service Coordinator, your primary responsibility is to prioritize and coordinate the activities and responsibilities of the Service Delivery Team.  In your role, you will also be responsible for providing dedicated assistance to the team and ensuring consistent service and support is provided our clients.

This integral position requires a high level of independence and strong interpersonal client service skills. Organizational ability is important to keep track of all tasks, because the job requires a great deal of multi-tasking.  We also require accurate and timely tracking of client work, service calls, and related documentation including timesheets.

Essential Duties & Responsibilities:

  • Answer all incoming service calls, potential sales calls, leads and support emails in a friendly and calm tone.
  • Manage the service delivery team’s daily activities as well as oversee the dispatch process of service requests via Autotask and Autotask Dispatch Calendar.
  • Ensure Field Engineers receive daily schedule work reminders.
  • Ensure Bench Engineer receives daily schedule reminders, proper ticketing outlining services and client software to be installed along with install dates and packing slips.
  • Identify and escalate client issues that cannot be resolved in a timely manner to the Director of Operations or Sales Team.
  • Drive client issue investigations and resolutions as required.
  • Assist in maintaining process documentation for the service delivery team.
  • Update and maintain contacts, service alert notifications in Autotask.
  • Responsible for service scheduling, escalation, and client satisfaction.
  • Active role in daily management of all service calls and tickets to ensure maximum utilization of service team.
  • Review WIP (work in progress) weekly reports with technical team regarding open tickets, status.
  • Ensure that systems, processes, and methodologies are followed according to company culture and guidelines.
  • Provide reports to Senior Management either on an agreed upon schedule and/or when requested.
  • Build relationships with clients and participate in necessary client meetings – Pre and Post Sales.
  • Assist Director of Operations with scheduling of projects and resources.

Knowledge, Skills and Abilities:

  • Knowledge of IT applications, processes, software, and equipment to match team resources to technical issues appropriately.
  • Strong organizational, oral presentation, written, and client services skills.
  • Demonstrated ability to work as a team player and drive organizational goals.
  • Strong analytical skills a plus.
  • Ability to efficiently multi-task, adapt and stay calm under pressure to any changes or client emergencies.
  • Ability to work in a team and communicate professionally with tact and confidence.
  • Awareness of all aspects of organizations key IT service offerings for which support is being provided.
  • Understanding of support tools, techniques, and how technology is used to provide IT services.

Credentials & Experience:

  • Associate degree in computer-related field, with courses in computer science OR Three to Five years of related experience or equivalent combination of education and experience.

We are excited to meet you!  For immediate consideration please send your resume and Cover Letter to: Lisa Shorr, VP,

To learn more about Secure Future Tech Solutions, visit our website: