IT Service Coordinator

Salary: $103,000 - 143,000 per year

Requirements:

• Communicate clearly and professionally with clients and colleagues, listen carefully, and ask effective questions.
• Stay organized while managing multiple requests, schedules, and changing priorities.
• Take ownership, pay attention to detail, and follow through on commitments.
• Be comfortable with Windows-based business environments, Microsoft 365, and common workplace technology.
• Show curiosity, sound judgment, and willingness to research unfamiliar issues and seek help when appropriate.
• Bring a client-service mindset and an interest in supporting people as well as resolving technical issues.
• Experience in an IT service desk, help desk, technical dispatch, service coordination, or similar client-facing support role is an asset; Managed Service Provider experience is especially helpful.
• Familiarity with ticketing or PSA systems, technician scheduling, Microsoft 365 administration, Microsoft Entra ID, Exchange Online, Outlook, Teams, SharePoint, or Windows workstation support is helpful; experience with every platform is not required.
• A driving licence is preferred.

Responsibilities:

• Monitor incoming service requests, identify urgent issues, coordinate ticket assignments, prioritize work, and follow up on stalled or overdue tickets.
• Respond to client calls, gather relevant information, request missing details, and provide clear updates by phone and email.
• Schedule remote support sessions, onsite visits, technical meetings, and client appointments, adjusting plans as needed.
• Review tickets for complete notes, accurate statuses and priorities, appropriate classifications, and documented next steps.
• Provide basic support for Microsoft 365 user setup, licensing, password resets, routine account and mailbox requests, and common Windows, software, and connectivity issues.
• Follow documented procedures and required approvals, particularly for account access and security-related changes.
• Research unfamiliar issues, resolve straightforward technical questions, and escalate to senior technicians or the Service Manager when appropriate.
• Own follow-up to ensure requests are tracked through to resolution and do not get lost between team members.

Technologies:

• AI
• Flow
• Informatica
• Support
• Microsoft 365
• Security
• SharePoint
• Windows
• Office 365

More:

We are Reis Informatica, a strategic IT consultancy and cybersecurity partner providing managed IT services, cybersecurity, and AI business solutions. We take a proactive, practical approach focused on long-term relationships, teamwork, accountability, and clear communication. Our values are Relationships First, Team Above Self, Own It, Stay Curious, and Positive by Nature. As our Technical Service Coordinator, you will report to the Service Manager and help coordinate the daily flow of our IT Service Desk in a coordination-focused role that also includes hands-on technical support. Your work will directly contribute to the client experience and the effectiveness of our technical team. This is a permanent, in-person position based in Kitchener, Ontario.

last updated 40 week of 2026