Service Coordinator

New Charter Technologies•Houston, TX

1d•$65,000 - $65,000•Onsite

About The Position

PennComp is a leading Managed Service Provider (MSP) based in Houston, Texas, delivering innovative IT solutions to small and medium-sized businesses. We are seeking a Service Coordinator to join our team. This role is critical in ensuring exceptional client experiences through efficient scheduling, communication, and coordination of service activities. This position offers a clear career path: starting as a Service Coordinator with the expectation to transition into the Client Care Lead role based on performance and leadership. At New Charter, we’re building a caliber of business the IT industry hasn’t yet seen. We are serving small-to-medium sized businesses in 10+ industries across North America, and we deliver best-in-class technology solutions to propel our clients into the digital world. At New Charter Technologies, we’re investing in our people – through growth and learning initiatives, employee benefits, company innovation, and more. We are constantly seeking a diverse candidate backgrounds and perspectives to amplify inclusive hiring practices for each job opening. Our partner companies have career paths for many different role types, whether you want to be deeply technical or whiteboarding with clients, and we are committed to developing fulfilling career paths for all contributors at New Charter Technologies. Our teams are dedicated to pioneering breakthrough technologies, disruptive solutions, and transformative strategies. We’re the architects of change, fostering an environment where bold ideas take flight, and creativity knows no bounds. At New Charter Technologies, we’ve embraced the idea that every individual brings something special to the table. Our foundation is based on the belief that each team member plays a crucial role in our collective success. We’re on a mission to make a difference, and we want you to be part of the story. Let’s transform the world together and build a career that’s as unique as you are! We are looking for driven and passionate people who are excited to work in an incredibly rewarding environment. So, if you are ready to learn, be inspired, solve problems, and grow professionally, apply today!

Requirements

Strong understanding of IT services (managed services, cloud, cybersecurity).
Excellent verbal and written communication skills.
Ability to manage multiple priorities under pressure.
Proficiency in Microsoft Office Suite.
Self-motivated, detail-oriented, and team-oriented.
Strong problem-solving skills and technical awareness.

Nice To Haves

Previous IT service delivery or dispatch experience.
Bachelor’s degree in Business, Marketing, IT, or related field.
Experience with PSA tools (ConnectWise, Autotask, HaloPSA).

Responsibilities

Coordinate and schedule internal and field engineering resources using the dispatch calendar.
Field and triage incoming client calls and service requests; create, assign, and manage tickets promptly.
Schedule and dispatch engineers and/or equipment according to customer needs and SLAs.
Monitor the dispatch board for accurate workload forecasting (2–5 days).
Communicate proactively with clients regarding incident progress and follow-up actions.
Escalate requests that cannot be scheduled within agreed service levels.
Ensure accurate documentation and time entry for all service tickets prior to closure.
Maintain up-to-date client records and assist with operational reviews.
Act as the communication hub between clients, engineers, and management.
Track and report on open tickets, SLA adherence, and client satisfaction metrics.