Service Coordinator
About The Position
The Service Coordinator plays a critical role in driving operational excellence within our Network Operations Center (NOC). This role ensures tickets are triaged accurately, resources are deployed efficiently, and service level commitments are met consistently. By optimizing workflow, enforcing SLA adherence, and maintaining real-time visibility across service boards, the Service Coordinator directly impacts client satisfaction, technician productivity, and overall service profitability. This is a highly visible, fast-paced role requiring strong judgment, organization, and communication skills. The position requires on-site presence at our Houston corporate office four days per week.
Requirements
- Strong written and verbal communication skills
- Ability to interact confidently with both technical and non-technical stakeholders
- High attention to detail with precise documentation standards
- Strong organizational skills with the ability to manage competing priorities
- Proactive, solutions-oriented mindset
- Ability to work independently while contributing to a collaborative team environment
- 1+ year experience in a Managed Service Provider (MSP) environment preferred
- Service Desk or NOC dispatch experience preferred
- ConnectWise experience strongly preferred
- Experience with advanced ticketing systems
- Technical support background preferred
- Sedentary Work – Exerts up to 10 pounds of force occasionally, a negligible amount of force frequently, and/or constantly having to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.
Responsibilities
- Conduct daily review of all incoming and unassigned tickets to ensure accurate triage and timely assignment
- Qualify client issues and open support tickets with complete, accurate documentation
- Ensure all tickets contain proper Company, Site, Priority, and Agreement coding
- Schedule and dispatch technical resources using ConnectWise
- Monitor service boards for new, aging, and at-risk tickets; proactively intervene as needed
- Maintain real-time dashboard visibility to ensure operational transparency
- Coordinate daily with technical teams to align ticket assignments with capacity and skill sets
- Enforce SLA compliance and proactively remediate tickets nearing violation
- Provide consistent client communication aligned with SLA policy
- Perform service ticket follow-up and quality assurance reviews
- Conduct periodic customer satisfaction outreach on closed tickets
- Manage multiple priorities in a high-volume MSP environment
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
