Service Coordinator Job Description

Kyber Security has been delivering full service technology solutions to businesses in the Northeastern US since 1985. We are laser focused on delivering enterprise grade cyber security solutions to the small to the medium sized business market “from a hacker’s point of view”. We have developed security solutions for SMBs which will protect their people, processes, infrastructure and organizational data from the multitude of cyber threats in the market. We are well positioned for significant growth in the coming years, and currently have an opening for a talented Service Coordinator.

Position Summary:

Kyber Security is seeking enthusiastic and motivated individuals to provide service coordination to our client community. Located in Trumbull, CT. This position is for a service coordinator to monitor and respond to requests for service from our managed clients. An ideal candidate will have real world experience providing service coordination and support to businesses. The ability work independently and multi task in this fast paced role is critical to the success of this individual. This is an opportunity for a rewarding career in the rapidly growing information technology industry.


Responsibilities in this position include, but are not limited to:

  • Act as the single point of contact to the client for all types of service requests
  • Coordination of all service delivery groups to ensure maximum utilization of billable resources
  • Pre-process service requests as they arrive through email, manual entry, or direct client input in a professional and timely manner
    • Categorize incoming requests based upon our specific work types
    • Quickly determine initial budget for incoming work
  • Schedule internal and field technical resources on the ConnectWise dispatch portal based upon our agreed upon SLAs
  • Monitor resource schedules to ensure prompt time entry on service requests and direct inquiries to appropriate parties to ensure that client matters are handled properly
  • Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
  • Monitor service boards for tickets and issues that are reaching SLA checkpoints
  • Improve usage and increase productivity of IT support resources
  • Escalate service requests that cannot be scheduled within agreed service levels
  • Report the utilization of IT Support resources and successful completion of service requests to the Service Manager
  • Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
  • Record time and efforts real time in our time tracking system
  • Perform telephone surveys of our clients to gauge their experiences
  • Take ownership of issues and see them through to completion
  • Improve client service, perception, and satisfaction
  • Other Duties as assigned

Qualifications and Skills:

The successful candidate will possess the following qualifications and skills:

  • Associates degree in Information Technology or related field experience
  • Minimum 1 year working in a service desk for a Managed Service Provider / IT Support business
  • Ability to work efficiently in a fast-paced environment and multi-task while still ensuring high quality of work
  • Technical awareness: ability to match resources to technical issues appropriately
  • Service awareness of all organization’s key IT services for which support is being provided
  • Understanding of support tools, techniques, and how technology is used to provide our services
  • Highly organized with strong ability to prioritize work and work autonomously
  • Ability to work in a team and communicate effectively
  • Excellent verbal and written communication skills
  • Great attention to detail and presentation
  • Results driven and highly efficient
  • Energetic and highly motivated
  • Must possess a high degree of intelligence, competence, maturity, adaptability, resilience, integrity and initiative
  • Ability to help & build strong relationships with clients and co-workers
  • Always looking for ways to improve our solutions

To be considered for this position, please email your resume in confidence to