Service Coordinator

Meriplex • Charlotte, NC

21d • Onsite

About The Position

The Service Coordinator drives operational excellence within the Technical Assistance Center (TAC) by ensuring accurate ticket triage, efficient resource deployment, consistent service-level performance, and real-time visibility across service boards. The role optimizes workflow and supports client satisfaction, technician productivity, and service profitability.

This is a highly visible, fast-paced position requiring sound judgment, strong organization, and communication skills. On-site presence is required at a Meriplex client location in Charlotte, North Carolina.

Requirements

• Strong written and verbal communication skills.
• Ability to interact confidently with technical and non-technical stakeholders.
• High attention to detail and precise documentation standards.
• Strong organizational skills and ability to manage competing priorities.
• Proactive, solutions-oriented mindset.
• Ability to work independently while contributing to a collaborative team environment.
• Experience with advanced ticketing systems.

Nice To Haves

• At least 1 year of experience in a Managed Service Provider (MSP) environment.
• Service Desk experience.
• ConnectWise experience.
• Technical support background.

Responsibilities

• Review incoming and unassigned tickets daily to ensure accurate triage and timely assignment.
• Qualify client issues and open support tickets with complete, accurate documentation.
• Ensure tickets have proper Company, Site, Priority, and Agreement coding.
• Schedule and dispatch technical resources using ConnectWise.
• Monitor service boards for new, aging, and at-risk tickets, intervening proactively as needed.
• Maintain real-time dashboard visibility for operational transparency.
• Coordinate daily with technical teams to align ticket assignments with capacity and skill sets.
• Enforce SLA compliance and proactively address 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.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed