Service Coordinator

Prime System Solutions is seeking a Service Coordinator to join a US-based managed IT services provider (MSP). This role is integral to a small core team responsible for maintaining smooth service operations for clients. Unlike project coordination, this position focuses on managing a high volume of individual service tickets, each requiring quick turnaround. The Service Coordinator will be responsible for matching each request with the appropriate field engineer, scheduling the work efficiently, and maintaining clear communication with customers until the task is completed. This position is revenue-driven, as every ticket processed represents billable work delivered to the client.

Key Responsibilities:
- Manage a high-volume queue of service tickets, prioritizing and resolving them promptly to meet client needs.
- Assign and schedule field engineers and local resources for each ticket, ensuring availability and coordinating logistics.
- Coordinate onsite visits and small tasks by booking appointments, confirming customer access, and following up after completion.
- Communicate professionally and clearly with customers via email and phone, including handling urgent or challenging situations with composure.
- Maintain accurate ticket notes, status updates, and time and billing details within the PSA and ticketing systems.
- Identify and escalate tickets that are blocked or at risk, and recognize when work should be escalated into larger projects.
- Collaborate with the Project Coordination team and assist with coverage and cross-training as required.

Required Qualifications:
- Ability to consistently work US Eastern Time hours.
- Excellent written and verbal English communication skills, with confidence in client-facing interactions.
- Previous experience in service coordination, dispatch, helpdesk or service desk coordination, scheduling, or a similar fast-paced role.
- Strong multitasking skills with the ability to manage many small tasks simultaneously while maintaining attention to detail.
- Professional demeanor, reliability, and the ability to remain calm under pressure.

Preferred Qualifications and Additional Information:
- Experience working at an MSP, IT services company, or in tier-1 support or service desk operations is advantageous.
- Familiarity with PSA or ticketing tools such as ConnectWise or Autotask, as well as dispatch or scheduling software, is beneficial.
- Some project coordination experience is helpful for understanding scheduling structures.
- This role does not require hands-on technical work; the focus is on coordinating field resources rather than performing technical tasks.

This position offers the opportunity to work in a dynamic environment where efficient coordination directly impacts client satisfaction and company revenue. The ideal candidate will thrive in a fast-paced setting, balancing multiple priorities while delivering excellent service to both customers and field engineers.