# ITSM Coordinator at ABACUS

> Remote · United States · Unspecified · Other · open. Source: https://alderhq.app/jobs/greenhouse%3Aabacus%3A8034586003 (read 2026-11-05).

## Facts (observed)

- Company: [ABACUS](https://alderhq.app/companies/abacus)
- Location text: Remote in US; Remote in US
- Where it can be done from (inferred): Remote · United States (evidence: "Location: Remote in US; Remote in US")
- Posted: 2026-10-15 (21 days ago)
- First seen by alder: 2026-11-03 · last verified: 2026-11-04
- Reposted: 0 times · edited: 0 times
- Apply on the employer's site: https://abacustechnology.com/about/careers/current-vacancies/?gh_jid=8034586003

## Pay and sponsorship

- Posted pay: not posted
- Market band for similar posted roles (United States, n 15888): p25 $58k, median $93k, p75 $158k
- H-1B filings at this company for similar roles, FY25: 4, median offered wage $60k ([US DOL OFLC LCA disclosure data](https://www.dol.gov/agencies/eta/foreign-labor/performance))

## Description (the employer's text)

### 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

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Data: alder (https://alderhq.app). Cite https://alderhq.app/jobs/greenhouse%3Aabacus%3A8034586003 and the date you read it. Observed facts come from the employer's own listing; location reach, level, family and skills are inferences.