Service Coordinator

SupercityOS | Burnside, Nova Scotia | Hybrid | Full-TimeAbout SupercityOS Since 1997, SupercityOS has built its reputation on one idea: technology should work for people, not the other way around. We deliver end-to-end Managed IT Services and Security solutions for thousands of users across a wide range of industries — and we take a security-first approach to everything we do. But what makes us different isn't just our tech stack. It's our team. We've spent nearly three decades cultivating a culture that's collaborative, innovative, and genuinely fun to be part of. We're proud of where we've come from, and we're excited about where we're going — and we want you to be part of it. The Role We're looking for a Service Coordinator to be the operational backbone of our service delivery team. Reporting to the Service Manager, you'll own the flow of incoming service tickets — triaging, prioritizing, and scheduling technicians so the right work gets to the right person at the right time. This is a newly created role, and a great opportunity to build something from the ground up. You don't need a technical background — what matters most is that you're organized, calm under pressure, and instinctively customer-focused. A great day in this role means the queue is clean, the team knows what they're working on, and new requests land in a system that's ready to handle them. This is an ideal entry point into the IT industry for someone who wants to grow their career in service management and client relations. What You'll Be Doing

• Triage and manage incoming service tickets, ensuring each one is prioritized, assigned, and tracked through to resolution
• Build and maintain a coordinated technician schedule — the team works from your queue, not their own judgment
• Take calls from clients, gather the right information from a non-technical perspective, and determine how and when tasks get handled
• Monitor service delivery to ensure compliance with service level agreements (SLAs) and flag anything at risk early
• Maintain accurate records of service metrics and prepare reports for the Service Manager
• Address service-related issues promptly, keeping clients informed and satisfied throughout
• Collaborate with the Service Manager and technical teams to ensure timely resolution of incidents and requests
• Participate in regular team meetings to review service performance and identify areas for improvement
• Support service improvement initiatives as the team grows and processes evolve

What Success Looks Like In your first 6–12 months, success means the queue stays organized, the team has what they need to do their best work, and clients feel like they're in good hands. The best people in this role bring calm and structure to a busy environment — and find real satisfaction in knowing that when they're on top of things, everything runs better. What We're Looking For

• Previous experience in a customer service, administrative, or coordination role is an asset
• Exceptionally organized with strong follow-through — you don't let things slip
• Clear, confident communicator, both on the phone and in writing
• Comfortable managing multiple priorities in a fast-moving environment
• Proficiency in Microsoft Office; familiarity with service management or ticketing tools is a bonus
• A proactive, solutions-oriented attitude and a genuine willingness to learn
• A post-secondary degree or diploma in Business Administration or a related field is nice to have, but not required

What We Offer

• Three weeks paid vacation
• Comprehensive health and dental benefits package
• Employee Assistance Program
• Wellness agreement with a local gym
• Company-provided computer and cellphone
• Equipment provided to work from home as needed
• Hybrid work environment — flexibility to work both in-office and remotely
• Free on-site parking
• A team that actually likes each other

How to Apply We're hiring one person for this role. Applications are open until April 10th, with an ideal start date of May 11th. If this sounds like you, we'd love to hear from you — whether or not you tick every box. Apply at https://supercityos.com/careers/ SupercityOS is committed to building an inclusive team that represents a variety of backgrounds, perspectives, and experiences. We believe skills are transferable and potential is real. If you're passionate about this opportunity, apply. We thank all applicants; only those under consideration will be contacted.