# ITSM Coordinator at ABACUS

ITSM Coordinator at ABACUS in Remote in US. Remote. Posted October 15, 2026.

- Company: ABACUS
- Location: Remote in US
- Workplace: Remote
- Experience: 2+ years
- Posted: 2026-10-15
- Apply: https://abacustechnology.com/about/careers/current-vacancies/?gh_jid=8034586003
- Source: https://jobmagic.ai/jobs/itsm-coordinator-abacus-rh3yv5

## Requirements

- 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.

## Description

 

**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