Service Coordinator; onsite

The Service Desk Coordinator is responsible for scheduling and coordinating service work, assigning resources, and managing the support queue. This role serves as a central point of coordination between clients, engineers, and management to ensure work is prioritized, scheduled, and completed efficiently. The ideal candidate is organized, communicates clearly, and can manage multiple priorities in a fast-paced environment.

• Coordinate technical staff schedules and assignments; this is not a hands-on technical support role.
• Serve as a primary point of contact for clients regarding service scheduling and dispatch.
• Manage engineer calendars and schedules in Connect Wise.
• Review and process incoming service requests from email, phone, portal, and manual entry.
• Monitor schedules and ticket activity to ensure timely updates and time entry.
• Keep clients informed of ticket status, scheduled work, maintenance activities, and service interruptions.
• Create, update, and route service tickets.
• Track engineer availability, assignments, and work status.
• Assist with estimates, quoting, and order processing as needed.

• Schedule and coordinate service tickets with clients and technical staff.
• Prioritize and assign tickets according to company standards and client needs.
• Balance workloads across available technical resources.
• Create tickets from client calls and resolve simple requests when appropriate.
• Schedule equipment deployments, installations, and other planned work.
• Review outstanding tickets and adjust priorities as needed.
• Ensure assigned engineers have the information, time, and resources needed to complete their work.
• Identify and address scheduling conflicts, delays, and assignment issues.
• Coordinate routine, urgent, and emergency service requests.
• Maintain accurate schedules, calendars, and dispatch information in Connect Wise.
• Reschedule work as necessary to accommodate higher-priority issues.
• Track staff availability and work status.
• Ensure on-site, remote, PTO, and other calendar statuses are accurate.
• Maintain the company on‑call schedule and assignment roster.

• 2+ years of experience in a Service Coordinator, Dispatcher, Service Desk Coordinator, or similar role
• Experience supporting an MSP, IT Services, Helpdesk, or Service Desk environment
• Experience managing ticket queues and dispatching resources
• Experience with ticketing/service management platforms (e.g., Service Now, Zendesk, Fresh service, Autotask, HaloPSA, Jira Service Management, preferably Connect Wise)
• Understanding of ticket prioritization, escalation workflows, and SLA-driven environments
• Strong customer service and communication skills