Service Coordinator

Osiris IT a growing Managed Service Provider (MSP) based in Norfolk, looking for an organised, people-focused Service Coordinator to join our team. This role is ideal for someone with strong customer service, organisational and coordination skills who enjoys coordinating people, maintaining high service standards, and ensuring operational efficiency.

You do not need a technical IT background to be successful in this position, although experience working within a technical or service-driven environment would be beneficial. This role is focused on resource allocation, customer satisfaction, service delivery, and internal processes rather than providing technical support. This is an excellent opportunity for someone looking to take the next step in their career with the potential to develop into a broader service leadership role as the business continues to grow.

Success in this role will be measured by customer satisfaction, Service Desk performance, effective workload coordination and helping the team deliver an outstanding experience for our clients.

Key Responsibilities

• Coordinate the day-to-day delivery of the Osiris Service Desk, ensuring work is prioritised effectively and customer expectations are met.
• Monitor service delivery performance against agreed KPIs and service standards.
• Coordinate resources and workloads to ensure customer expectations are consistently met.
• Act as an escalation point for customer service concerns and service-related issues.
• Work closely with the Managing Director to improve operational processes and team performance.
• Support recruitment, onboarding, and employee development activities.
• Produce regular reports on Service Desk performance, team utilisation, and customer satisfaction.
• Promote a positive, customer-focused culture throughout the business.

Skills & Experience

• Excellent organisational and time management skills.
• Experience managing operations within a customer service or service delivery environment.
• Confident working with performance metrics and KPIs.
• Strong problem-solving and decision-making skills.
• Previous experience within an MSP, IT services, or technical business would be advantageous but is not essential.

Personal Qualities

• Approachable and empathetic.
• Customer-focused mindset.
• Calm under pressure and able to prioritise effectively.
• Proactive and self-motivated.
• Excellent attention to detail and follow-through.
• Committed to maintaining high standards of service and professionalism.

Benefits

• 29 days holiday per year including bank holidays + discretionary Christmas shut down.
• Health Cash Plan
• Discount Platform
• Flexible working arrangements
• Continual improvement training time within work hours
• On-site Parking
• Salary Sacrifice
• Employer-supported volunteering

"Why Join Us?"

We believe that great businesses are built by great people. We’re proud of the services we deliver to our clients and we're equally proud of the culture we've created for our team.

Osiris is a business where people genuinely support one another, where ideas are welcomed regardless of job title, and where everyone is encouraged to contribute to the success of the company. We value open and honest communication, celebrate initiative, and trust our people to take ownership of their work and make a real impact.

This isn't an environment where you're expected to simply maintain the status quo. We're growing, ambitious, and constantly looking for ways to improve. We move quickly, embrace challenges, and work together to find solutions that benefit both our clients and our team.

Development is important to us. We invest in training, encourage continuous learning, and create opportunities for people to grow their skills and progress their careers. We hire for attitude, values, and potential as much as experience, and we want our team members to feel confident, supported, and equipped to succeed.

As our Service Coordinator, you'll play a key role in shaping the experience of both our employees and our clients. You'll work closely with the Managing Director, helping to build a positive, high-performing culture while ensuring we continue to deliver exceptional service.

If you're looking for a role where your voice will be heard, your contribution will be valued, and your work will genuinely make a difference, we'd love to hear from you.

Pay: £28,000.00-£31,000.00 per year

Benefits:

• Company pension
• Cycle to work scheme
• Employee discount
• Free parking
• On-site parking
• Sick pay
• Work from home

Work Location: In person