Abacus Technology

Hosted IT solutions for financial services

ITSM Coordinator

IT Service Desk & End User SupportUpdated on Nov 14

Full-timeRemote in USANo salary listedRemote

About the Job

Requirements

An Associate's degree in a computer-related field is preferred.
Two to four years of customer service experience are required.
One to three years of ticket management or triage experience is preferred.
Strong customer service orientation and communication skills are required.
Strong organizational and multitasking skills are required.
High attention to detail and the ability to manage shifting priorities are required.
Comfort contacting clients by phone to coordinate or follow up on service tickets is required.
The ability to type at least 50 words per minute is required.
The ability to sit at a desk and use a computer for prolonged periods is required.

Responsibilities

Conduct triage exclusively for tickets in Manual Review status, assessing urgency, impact, and appropriate categorization.
Review and route Manual Review tickets to the correct resource or team, confirming all necessary details are present for efficient follow-up.
Regularly monitor and review the Spam Cleanup Board to identify and reclassify mislabeled or incorrectly filtered tickets.
Dispatch onsite service tickets and collaborate with third-party vendors to ensure precise and efficient scheduling.
Dispatch tickets designated to Client IT Boards, ensuring accurate and efficient routing.
Review tickets marked Client Updated to confirm the resolution is clear, a resource is assigned, and urgent updates are escalated to the appropriate team.
Monitor unassigned P1 tickets to verify they are progressing as expected.
Identify potentially stalled tickets by sorting by Last Update; raise unassigned tickets in team chat and suggest a future review time, and ensure next steps are scheduled or help determine follow-up for assigned tickets.
Check tickets in Manager Review status to verify managerial assignment; if there is no activity within two days, leave a note in the ticket and escalate via Teams if necessary.
Contact clients by phone and email for tickets marked Waiting on Client to obtain required information.
Review application-specific tickets to ensure they are properly bundled, prioritized, and routed.

Desired Qualifications

One to three years of ticket management or triage experience.

Overview:

The ITSM Coordinator is responsible for ensuring the smooth handling of service tickets, focusing on triage, coordinating on-sites and other miscellaneous dispatches, and monitoring multiple boards to maintain ticket flow. This role requires attention to detail, timely communication, and proactive problem-solving. ITSM Coordinators serve as a key point of coordination between internal teams and clients, aiming to support the delivery of efficient, high-quality service experiences.

Duties and Responsibilities:

Conduct triage exclusively for tickets in the "Manual Review" status, assessing urgency, impact, and appropriate categorization.
Ensure these tickets are properly reviewed and routed to the correct resource or team, and confirm all necessary details are present for efficient follow-up.
Monitor and review the Spam Cleanup Board regularly to identify and reclassify any tickets that were mislabeled or incorrectly filtered.
Manage the dispatch of onsite service tickets, collaborating with third-party vendors to ensure precise and efficient scheduling.
Dispatch tickets designated to Client IT Boards, ensuring accurate and efficient routing.
Review all tickets marked as “Client Updated” to confirm the resolution is clear, a resource is assigned, and any urgent updates are escalated to the appropriate team.
Monitor unassigned P1 tickets to verify they are progressing as expected.
Spot potentially stalled tickets by sorting by Last Update. If unassigned, raise the issue in the team chat and suggest a future review time. If assigned, ensure the next steps are scheduled or help determine a follow-up.
Check tickets in Manager Review status to verify managerial assignment. If there's no activity within 2 days, leave a note in the ticket and escalate via Teams if necessary.
Reach out to clients via phone and email for tickets marked Waiting on Client to obtain required information.
Review application-specific tickets to ensure they're properly bundled, prioritized, and routed.

Qualifications and Experience:

Associate's Degree in a computer-related field preferred.
2-4 years of customer service experience required.
1-3 years of ticket management or triage processes preferred.

Knowledge, Skills, And Abilities:

Strong customer service orientation and communication skills.
Excellent organizational and multitasking skills.
High attention to detail and ability to manage shifting priorities.
Comfortable calling clients to coordinate or follow up on service tickets.
Ability to type at least 50 WPM.
Capable of sitting at a desk and using a computer for prolonged periods.

Attributes That Will Drive Success:

Proactive problem-solving and a focus on timely resolution.
Ownership and accountability in work.
Commitment to continuous improvement and process efficiency.

Job schedule:

8:30-5:30 PST Mon-Fri

Work Authorization & Sponsorship

Candidates must be legally authorized to work in the country in which the position is based. At this time, we are unable to provide employment-based visa sponsorship for this position, now or in the future.

Use of Artificial Intelligence in Hiring

We may use artificial intelligence (AI) and other technology-assisted tools to support certain aspects of our recruiting and hiring process. These tools may assist with activities such as organizing, reviewing, or summarizing candidate information. AI-generated outputs or recommendations do not replace human judgment, and our hiring team maintains human review and oversight of employment decisions.

About the Company

Abacus Technology

Hosted IT solutions for financial services

Abacus Group, LLC provides hosted IT solutions tailored for alternative investment firms. Its flagship Abacus Cloud platform delivers IT as a service, letting investment managers access cybersecurity, storage, compliance, and other technology needs on demand through a managed, scalable enterprise cloud. The service pairs a financial-services focus with an end-to-end technology stack hosted in a secure cloud, simplifying IT management for firms that must meet strict regulatory requirements. Differentiators include industry-specific capabilities, scalable on-demand resources, and a proven, award-winning platform supported by offices across major U.S. cities and London. The goal is to give financial-services firms a ready-to-use, compliant, and scalable technology platform so they can focus on investment activities rather than IT management.

Company size: 501-1,000
Company stage: Not listed
Total funding: Not listed
Headquarters: New York City, United States
Founded: 2008

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