IT Service Coordinator

We are seeking an IT Service Coordinator to support daily service delivery across our help desk, field services, and project teams. This role combines service coordination with hands-on technical support and light project coordination.

You will be responsible for keeping tickets and projects moving, resolving appropriate technical issues directly, and ensuring a high level of service for our clients., * Triage incoming tickets, gather necessary details, assess priority, and assign to the appropriate technician

• Provide technical support for escalated end-user issues (workstations, Microsoft 365, user access, basic networking, printers, connectivity)
• Escalate complex issues to senior engineers with clear documentation and follow-up
• Coordinate and schedule onsite work, while managing technician calendars and balancing workloads
• Monitor ticket queues, follow up on aging or stalled work, and ensure SLA targets are met
• Identify and escalate service bottlenecks, missed follow-ups, or resource constraints
• Coordinate project scheduling, task assignments, and engineer availability
• Track project tasks, dependencies, and timelines; escalate risks or delays early
• Communicate proactively with clients regarding service requests, scheduling, delays, and project updates
• Maintain accurate ticket notes, statuses, and documentation within ConnectWise Manage
• Ensure tickets and project tasks meet internal standards before closure, * Tickets are assigned quickly and accurately
• Issues are resolved without unnecessary escalation
• Schedules are efficient and technicians stay utilized
• Projects stay on track and risks are identified early
• SLAs are consistently met
• Clients receive clear, proactive communication

This role is suited for someone who can manage operations while actively contributing to technical support and keeping projects on schedule.

• Strong customer service and communication skills
• Highly organized with strong attention to detail
• Ability to multitask, prioritize, and operate in a fast-paced environment
• Strong follow-through and accountability
• Ability to remain calm and make sound decisions under pressure

Working knowledge of:

• Windows workstation troubleshooting
• Microsoft 365 / Outlook
• User account and access issues
• Remote support tools
• Basic networking (DNS, DHCP, VPN, Wi-Fi)

Preferred Qualifications

• Experience in an MSP environment (service coordinator, dispatcher, or help desk)
• Tier 1 / Tier 2 support experience
• Experience with ConnectWise Manage or similar PSA platforms

401(k), Health insurance, Retirement plan, 401(k) matching, Paid time off, Vision insurance, Dental insurance, Life insurance, * 401(k)

• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance