Job Title

About the Company Blue Fox Group is a Scottsdale, Arizona based Managed IT Services provider with over 30 years of experience helping businesses simplify technology, reduce disruptions, and drive growth. We operate within the TruMethods framework, a proactive, alignment driven service delivery model built around five integrated service areas. Our culture is defined by our core values: Gratitude, Humble Hungry & Smart, Own It, Success Is Your Responsibility, Curious Nature, and Win Together/Lose Together. About the Role The Service Coordinator is the operational heartbeat of Blue Fox Group’s Reactive Services team. This role is responsible for managing the flow of incoming requests, ensuring every ticket is triaged, routed, and communicated with precision and professionalism. The Service Coordinator is often the first voice a client hears and the first impression they form when something needs attention, making the human element of this role just as important as the operational one. Responsibilities - Ticket Management and Triage - Manage the Reactive Services ticket queue in ConnectWise, ensuring all incoming tickets are properly categorized, prioritized, and assigned in a timely manner. - Triage new tickets with enough technical understanding to route them intelligently to the appropriate department or resource. - Identify tickets that carry billable implications and route them immediately to the TAM team while setting appropriate client expectations around response time. - Maintain ticket hygiene across the RS board, ensuring nothing falls through the cracks and all tickets are progressing appropriately. - Monitor queue health throughout the day and proactively flag backlogs, escalations, or resource conflicts to the Service Coordination Manager. - - Client Communication and Relationship Management - Answer and make client calls with professionalism, warmth, and confidence, serving as a positive and reassuring first point of contact. - Set accurate and realistic client expectations around ticket status, response times, and scheduling. - Communicate proactively with clients throughout the lifecycle of their request, ensuring they always know where things stand. - Handle frustrated or concerned clients with diplomacy and emotional intelligence, de-escalating where needed and escalating to the Service Coordination Manager when appropriate. - Represent Blue Fox Group’s brand and values in every client interaction. - - Scheduling and Resource Coordination - Schedule Reactive Services resources accurately and efficiently based on ticket priority, resource availability, and client needs. - Coordinate with the helpdesk team and escalation engineer to ensure the right resource is assigned to the right ticket at the right time. - Communicate scheduling details clearly to both clients and internal team members. - Identify and flag scheduling conflicts or resource constraints to the Service Coordination Manager proactively. - - TruMethods Framework Awareness - Develop and maintain a strong working knowledge of the TruMethods service delivery framework including the roles and responsibilities of vCIO, TAM, Centralized Services, Reactive Services, and Professional Services. - Apply that knowledge to make confident, informed routing decisions that support operational efficiency and protect each department’s capacity. - Understand the distinction between reactive, proactive, and billable work and use that understanding to route appropriately without requiring RS team involvement on billable requests. - Contribute to a culture of operational discipline and continuous improvement within the Reactive Services team. - - Tools and Reporting - Operate proficiently within ConnectWise for ticket management, scheduling, and documentation. - Use Brightgauge to monitor service metrics and queue health. - Communicate effectively across Microsoft Teams and Microsoft Office tools as part of daily operations. - Maintain accurate and consistent records across all platforms to support reporting, billing accuracy, and team visibility. - Qualifications - Exceptional interpersonal and communication skills, both written and verbal, with a professional and polished phone presence. - Strong diplomatic and social intelligence with the ability to manage difficult conversations calmly and professionally. - High degree of operational awareness and the ability to understand and apply complex service delivery frameworks. - Proven ability to manage multiple priorities simultaneously in a fast paced environment. - Experience in a client facing coordination, dispatch, or service operations role. - Proficiency with Microsoft Teams and Microsoft Office tools. - Ability to work independently with a high degree of self direction and accountability. Preferred Skills - Experience working within a Managed IT Services Provider environment. - Familiarity with ConnectWise or similar PSA platforms. - Working knowledge of IT concepts sufficient to triage and route technical requests intelligently. - Experience with Brightgauge or similar reporting and dashboard tools. - Familiarity with TruMethods or similar MSP service delivery frameworks. Pay range and compensation package A dynamic and people centered role at the front line of Blue Fox Group’s client experience. The opportunity to develop deep expertise in a sophisticated MSP service delivery model. A collaborative team culture built on shared values and mutual accountability. A flexible work environment with remote and in person options available. Equal Opportunity Statement Blue Fox Group’s culture is built on six core values. The ideal Service Coordinator embodies all six, particularly: - Gratitude: You approach every client interaction with genuine care and appreciation for the relationship. - Humble, Hungry & Smart: You are emotionally intelligent, eager to learn, and always looking for ways to improve how you serve clients and support your team. - Own It: You take extreme ownership of every ticket, every call, and every client interaction that passes through your hands. - Win Together/Lose Together: You understand that your role is the connective tissue of the service delivery team and you invest in the success of everyone around you.