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. Unlike project coordination, the focus here is on managing a high volume of individual service tickets that require quick turnaround. The Service Coordinator will be responsible for matching each service request with the appropriate field engineer, scheduling the work, and keeping customers informed until the job is completed. This position is revenue-driven, as every ticket processed represents billable work delivered to clients.

Key Responsibilities

- Manage a high-volume queue of service tickets, prioritizing and resolving them efficiently to meet quick turnaround demands.
- Assign and schedule field engineers and local resources for each ticket, ensuring availability and coordinating logistics.
- Coordinate onsite visits and smaller tasks with customers, including booking appointments, confirming access, and following up after completion.
- Maintain clear and professional communication with customers via email and phone, handling urgent or challenging situations effectively.
- Accurately update ticket notes, statuses, and time and billing information within the PSA and ticketing systems.
- Identify and escalate tickets that are blocked or at risk, and recognize when work should be escalated into a larger project.
- Collaborate with the Project Coordination team and assist with coverage and cross-training as needed.

Required Qualifications

- Ability to work consistently during US Eastern Time hours.
- Excellent written and verbal English communication skills, with confidence in client-facing interactions.
- Proven experience in service coordination, dispatch, helpdesk or service desk coordination, scheduling, or a similar fast-paced role.
- Strong multitasking skills with the ability to handle many small tasks simultaneously, maintaining attention to detail and quick turnaround.
- Professional demeanor, dependable, and able to remain calm under pressure.

Preferred Qualifications and Additional Information

- Experience working in an MSP or IT services environment, or familiarity with tier-1 support or service desk operations.
- Knowledge of PSA or ticketing tools such as ConnectWise or Autotask, along with dispatch or scheduling software.
- Some project coordination experience is beneficial 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 be a key player in a dynamic service delivery team, ensuring efficient and effective resolution of client requests while supporting the overall success of the MSP.