Empyrion Technologies is an award-winning Managed Services Provider recognized on the MSP 501 list and celebrated locally for our service excellence. We’re a people-first, team-driven IT company that loves helping organizations thrive through secure, modern technology.
We support clients across the Lower Mainland, Fraser Valley, and throughout Canada — but we stay grounded in our local community, where our culture of collaboration, learning and having fun shines through. If you’re looking for a place where your work genuinely matters, you’ll feel right at home here.
The MSP Service Coordinator Role
The MSP Service Coordinator will be responsible for managing service requests and ensuring the timely and effective delivery of IT services to clients. This will involve coordinating with clients, technical staff, and vendors to schedule service delivery, track progress, and ensure that service level agreements (SLAs) are met.
The MSP Service Coordinator will also be responsible for managing documentation and reporting related to service delivery, as well as identifying opportunities for process improvement and efficiency.
Important: You must live in — and be able to commute throughout — the Lower Mainland/Fraser Valley.
Service Coordinator Attributes and Characteristics:
An ideal MSP Service Coordinator should possess strong communication and interpersonal skills to effectively coordinate with clients, technical staff, and vendors. They should be highly organized and detail-oriented to manage service requests, schedules, and documentation effectively. Additionally, they should have a strong customer service orientation and be able to work collaboratively in a team environment.
Other important attributes for an MSP Service Coordinator include the ability to work under pressure and meet deadlines, problem-solving skills to identify and resolve issues related to service delivery, and a strong technical aptitude to understand and effectively communicate technical information. Finally, they should be flexible and adaptable to change, as the IT service environment can be dynamic and rapidly evolving.
Position Responsibilities:
- Manage service requests or tickets ensuring timely and effective delivery of IT services to clients.
- Schedule service delivery and coordinate with clients, technical staff, and vendors to ensure SLAs are met.
- Report to the service manager on service delivery metrics, client feedback, and any issues or challenges related to service delivery
- Collaborate with the operations manager to develop and implement strategies for improving service delivery quality and efficiency.
- Monitor service delivery progress and update clients on status and outcomes.
- Identify opportunities for service process improvement and increased efficiency.
- Maintain a high level of customer satisfaction by providing timely, effective, and responsive service.
- Provide training and support to clients on how to use service delivery tools and systems.
- Ensure compliance with service delivery policies, procedures, and guidelines.
- Generate reports on service delivery metrics, including SLA adherence, performance trends, and areas for improvement.
- Act as a liaison between clients, technical staff, and vendors to ensure effective communication and collaboration.
- Develop and maintain positive relationships with clients, technical staff, and vendors.
- Monitor and manage service delivery costs, ensuring that services are delivered within budget.
- Conduct research to identify new tools, systems, and technologies that can improve service delivery.
- Participate in quality assurance and service improvement initiatives to ensure that services are of the highest quality and meet the needs of clients.
Knowledge, Skills, and Abilities:
- Excellent communication and interpersonal skills to manage relationships and expectations with clients, technical staff, and vendors.
- Strong organizational and time management skills to manage service requests, schedules, and documentation effectively.
- Ability to provide excellent customer service, including timely and effective communication, active listening, and empathy.
- Strong analytical skills to monitor and track service delivery metrics and identify areas for improvement.
- Technical aptitude to understand and effectively communicate technical information to clients and technical staff.
- Ability to work under pressure and meet deadlines in a fast-paced and dynamic environment.
- Problem-solving skills to identify and resolve issues related to service delivery.
- Ability to think strategically and contribute to service delivery strategy and planning, as well as execute tactical initiatives.
Credentials and Experience (Preferred)
- Associate degree in a related field or equivalent work experience preferred.
- At least 2-3 years of experience in a customer service or technical support role, preferably in an IT or MSP environment.
- Knowledge of IT service management (ITSM) frameworks such as ITIL preferred.
- Familiarity with service delivery tools and systems, including remote monitoring and management (RMM), professional services automation (PSA), and ticketing systems.
- Familiarity with network infrastructure and software, including operating systems, virtualization, and cloud technologies.
Career Growth & Professional Development
At Empyrion, we believe great staff become exceptional when they’re given the right environment to grow. We invest heavily in helping our team build long-term careers, not just short-term jobs.
What You Can Expect
- Certification Support
- Dedicated Learning Time:
- Mentorship & Coaching
- Clear Growth Pathways
- Access to Modern Tech
Compensation and Benefits
- Salary ($50,000-$56,000 per year)
- Extended benefits package including dental, health, vision.
- Hybrid work environment (home + office)
- Flexible schedule and paid time off
- Business casual dress code
- On-site parking
- Company events and team-building activities
- Career growth planning and opportunities to learn and get certifications
Work Schedule
- Full-time, permanent
- Monday to Friday 8am to 5pm with some flexibility
If This Sounds Like You — We Want to Meet You!
If you’re passionate about customer service, technology, enjoy working with great clients, and want to be part of a friendly, growing, award-winning MSP team… we encourage you to apply.
Job Types: Full-time, Permanent
Pay: $50,000.00-$56,000.00 per year
Benefits:
- Casual dress
- Company events
- Dental care
- Extended health care
- Flexible schedule
- Life insurance
- On-site parking
- Paid time off
- Vision care
- Work from home
Work Location: Hybrid remote in Chilliwack, BC V2R 3P1
