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 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 throughout the process. This role is revenue-driven, as every ticket progressed represents billable work delivered.

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 managing logistics.
- Coordinate onsite visits and small tasks by booking appointments, confirming access with customers, and following up after completion.
- Communicate clearly and professionally with customers via email and phone, including handling urgent or challenging situations with tact.
- Maintain accurate ticket notes, statuses, and time and billing details within the PSA and ticketing systems.
- Escalate tickets that are blocked or at risk, and identify work that may require escalation to a 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 spoken English skills, with confidence in client-facing communication.
- Experience in service coordination, dispatch, helpdesk or service desk coordination, scheduling, or a similar fast-paced coordination role.
- Strong multitasking skills with the ability to handle many small tasks simultaneously while maintaining attention to detail and meeting quick deadlines.
- Professional demeanor, dependable, and able to remain calm under pressure.

Preferred Qualifications and Benefits

- Experience working at an MSP, IT services company, or within tier-1 support or service desk operations is highly desirable.
- Familiarity with PSA or ticketing tools such as ConnectWise or Autotask, along with dispatch or scheduling software, is advantageous.
- Some project coordination experience is beneficial, particularly 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 part of a dynamic team in a fast-paced environment, supporting critical service delivery for clients. If you thrive in a role that demands organization, clear communication, and efficient task management, this Service Coordinator role could be an excellent fit.