Archived listing. The details below describe a past opening.
Required Skills & Experience
IT field services, service delivery, or operations management.
managing third-party technicians, subcontractors, or labor marketplaces.
- Hands-on experience with a PSA or ticketing platform such as Autotask, ConnectWise, or ServiceNow.
- Proven ownership of billing accuracy: reconciling work orders, time, and charges to invoices.
- Strong Excel skills for reconciliation and reporting.
- Clear written communication with clients, partners, and executives.
- Bachelor's degree in business, IT, or a related field, or equivalent experience.
Nice to Have Skills & Experience
Hands-on Autotask experience, including queue management, ticket and project workflows, time entries, and reporting.
- Direct experience with Field Nation, WorkMarket, or similar marketplaces.
- Experience with SAP Fieldglass or other vendor management systems.
- Background in API integrations or workflow automation, including change management and CAB processes.
- Familiarity with managed services or ITaaS delivery models.
- PMP, ITIL Foundation, or similar certification.
Core competencies: process ownership, attention to financial detail, calm escalation handling, and the judgment to fix root causes rather than repeat workarounds.
Job Description
The Service Operations Coordinator runs day-to-day delivery of onsite and break-fix work, from dispatch through technician completion to accurate billing. The role sits between clients, third-party labor partners, internal project managers, accounting, and IT platform teams. It owns the processes and systems that keep services work moving, measured, and invoiced correctly.
Key responsibilities:
Service delivery and dispatch
- Oversee dispatch of field technicians and third-party labor partners (e.g., Field Nation) across client accounts.
- Decide account ownership and assignment rules, such as when work sits with a project manager versus a resource coordinator.
- Act as escalation point for clients on technician quality, scheduling, and service issues.
- Keep client and partner contacts current, including coverage during absences.
Queue monitoring and quality control
- Monitor Autotask service and dispatch queues daily for aging, unassigned, or stalled tickets and work orders, and drive them to resolution.
- Run Quality Control (QC) review on completed work before invoicing.
- Flag and route QC failures for rework, technician follow-up, or partner corrective action.
- Track QC findings and trends (repeat issues, re-dispatches, missing documentation) and report them weekly.
- Maintain QC checklists and queue SLAs, and coach Resource Coordinators and Project Managers on closing work cleanly. Partner and vendor billing
- Match every vendor and labor-partner invoice (e.g., Field Nation, staffing partners, equipment vendors) to the corresponding client work order, ticket, and client invoice.
- Confirm vendor charges align with agreed rates, statements of work, and approved time before payment, and that each cost is billed through to the client.
- Identify and resolve mismatches: unbilled vendor costs, client charges without a supporting vendor invoice, rate variances, and duplicate invoices.
- Maintain statements of work, rate cards, and access in designated platforms so billing terms stay current.
- Onboard new partners and vendors, ensuring required agreements (e.g., MSAs, statements of work, NDAs, insurance certificates) are fully executed before work is assigned.
Billing, invoicing and financial accuracy
- Reconcile work orders, time entries, and charges before invoicing.
- Resolve client invoice questions, work with Accounting to issue credits, and catch duplicate vendor invoices.
- Partner with Accounting to validate back-end billing and close discrepancies.
Systems, automation and reporting
- Own Field Services & PMO workflows in Autotask, including tickets, tasks, & dispatch requests.
- Lead integrations and automation (e.g., Field Nation to Autotask time entries and charges).
- Build and distribute recurring operational reports, such as paid work orders pending completion.
Contracts and cross-functional work
- Maintain the inventory of active Field Services and break-fix contracts, including those tied to managed services clients.
- Coordinate with Sales, Operations, PMO, and Finance on scope, pricing inputs, and handoffs.