Technical Services Coordinator

Mainstay Technologies, Inc. • Manchester, NH

5d • Hybrid

About The Position

The Technical Services Coordinator supports technical teams and clients by scheduling technicians, triaging service requests, coordinating deployment logistics, and assisting with the Desktop Technician team’s equipment flow. Scheduling is a core function, supplemented by overflow support for onboarding coordination, base system preparation, hardware tracking, and deployment readiness.

The role requires daily onsite presence in the Manchester office for at least the full afternoon work period to handle equipment receiving, labeling, ticket matching, and coordination with technicians. The coordinator communicates proactively with clients and teammates, maintains documentation, and identifies process improvements to support a streamlined client experience. The role also requires travel between offices and to client sites when needed. Applicants must live within driving distance of clients, offices, and team events.

Mainstay describes itself as an IT and information security provider for small and medium-sized businesses in northern New England. The company emphasizes a caring, high-ownership culture and offers flexibility to work remotely, while recognizing the value of in-person meetings and collaboration. This position is full-time and salaried, with a full benefits package.

Requirements

• Proven customer support experience.
• Strong phone communication skills and active listening.
• Familiarity with PC-based, Microsoft-centric environments.
• Ability to work hands-on with hardware, including receiving, identifying, labeling, and preparing equipment for deployment.
• Strong interpersonal skills and enjoyment of working with teammates and clients.
• Strong problem-solving skills, including the ability to break down complex tasks.
• Professionalism, punctuality, accountability, and dedication to team success.
• Strong organization and ability to self-manage in a dynamic environment.
• Ability to maintain clear ownership of equipment status, ticket matching, and deployment readiness.
• Daily onsite presence in the Manchester office at least during the afternoon to support equipment receiving and technician workflows.
• Ability to thrive in a fast-paced work environment with minimal supervision.
• Ability to multitask with strong attention to detail.
• Strong time management and task-prioritization abilities.
• Ability to plan around technician availability, dispatch trends, equipment arrivals, and workload forecasts.
• Applicants must live within driving distance of clients, offices, and team events.
• Ability to sit for prolonged periods and work at a computer.
• Ability to lift 15 pounds at times.
• Ability to travel between offices and to client sites when required.

Nice To Haves

• Experience or interest in technical operations such as system preparation, imaging, endpoint deployment, and equipment coordination.
• Comfort learning tools to improve scheduling, dispatch, equipment tracking, and internal coordination.
• Excellent technical aptitude and a desire to grow in IT.
• A mindset focused on streamlining processes and reducing client effort.
• Comfort contributing to documentation and collaborating across teams to resolve gaps.

Responsibilities

• Manage, organize, and prioritize service request scheduling across technical practice areas.
• Triage requests and assign technicians in a timely manner; monitor the dispatch board and route requests within 30 minutes.
• Communicate with clients about scheduling, rescheduling, and technician appointments.
• Schedule client PC deployments and onsite break/fix repairs.
• Coordinate with hardware vendors, including Dell, on client system repairs and scheduling.
• Use travel logistics and cross-team availability to make efficient use of technician time.
• Coordinate daily equipment receiving, labeling, ticket matching, and deployment readiness for Desktop Technician work.
• Ensure computers and related equipment are matched to the correct client, ticket, end user, and deployment before technician pickup.
• Track equipment status, including items awaiting preparation, deployment, return, disposal, or further direction.
• Escalate unclear, unlabeled, or mismatched equipment on the same day.
• Collaborate with other practice areas on proactive, client-centered scheduling.
• Assist with PC deployment projects of varying complexity.
• Provide overflow support to Desktop Technicians, including new user onboarding calls, base system preparation, occasional technician coverage, and deployment coordination.
• Maintain and update role documentation and SOPs, address documentation gaps, and collaborate with other teams to improve clarity.
• Identify and propose process improvements, including tools such as TimeZest to improve scheduling.
• Maintain accurate time entries and manage time effectively in a fast-paced environment.
• Balance and prioritize workflow, schedules, and assigned tasks, taking task urgency, duration, client importance, and consequences of delay into account.
• Plan daily work, including downtime and breaks, while adapting schedules as time becomes available.
• Plan work around required onsite afternoon equipment review, labeling, ticket matching, and deployment coordination.
• Review timesheets to confirm Agreements are attached to billable entries and billable/non-billable time is recorded appropriately.
• Follow response-service metrics and manage time to ensure prompt responses.
• Use time-tracking insights to identify opportunities for improvement and efficiency.
• Adapt schedules to technician availability, dispatch trends, equipment arrivals, and workload forecasts.
• Balance dispatch work with overflow technical tasks without compromising response time, client satisfaction, or deployment readiness.
• Handle, move, label, and organize computer equipment and related hardware as part of deployment coordination.
• Perform other duties as assigned to support Mainstay’s vision, mission, and core values.

Benefits

• Flexible and fun work environment with events, lunch-and-learns, ping pong, snacks, games, and books.
• Three weeks of PTO per year, increasing to four weeks after two years.
• Two-week sabbatical after five years and five-week sabbatical after ten years.
• Health insurance.
• Dental insurance.
• Vision insurance.
• Disability insurance.
• Group and supplemental life insurance.
• Paid family leave.
• 401(k) with 3% match.
• Team profit sharing.
• Training program, including paid certifications, tuition reimbursement, and bonuses for achieving certifications.
• Paid volunteer time off.
• Flexible remote-work options, with in-person meetings and collaboration as needed.

What This Job Offers

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