About this role
Prime System Solutions is hiring a Service Coordinator for a US-based managed IT services provider (MSP). You will join a small core team that keeps the client's service operations moving. Unlike project coordination, this role works ticket by ticket: a high volume of small, quick-turnaround jobs. You will match each request with the right field engineer, schedule the work, and keep the customer informed until it's done. The role is revenue driven: every ticket you move forward is billable work delivered.
Key Responsibilities:
- Manage a high-volume queue of service tickets, and prioritize and turn them around quickly.
- Assign and schedule field engineers and local resources to each ticket, and confirm availability and logistics.
- Coordinate onsite visits and small tasks with customers: book appointments, confirm access, and follow up after completion.
- Communicate clearly and professionally with customers by email and phone, including during urgent or difficult situations.
- Keep ticket notes, statuses and time and billing details accurate in the PSA and ticketing system.
- Escalate blocked or at-risk tickets, and spot work that should become a project.
- Work with the Project Coordination team, and help cover and cross-train as needed.
Requirements
- Able to work US Eastern Time hours consistently.
- Excellent written and spoken English, including confident client-facing communication.
- Experience in service coordination, dispatch, helpdesk or service desk coordination, scheduling, or a similar fast-paced coordination role.
- Able to juggle many small tasks at once, with quick turnaround and strong attention to detail.
- Professional, dependable and calm under pressure.
Nice to have:
- Experience at an MSP or IT services company, or with tier-1 support or service desk operations.
- Familiarity with PSA or ticketing tools (e.g., ConnectWise, Autotask) and dispatch or scheduling tools.
- Some project coordination experience, which helps with scheduling structure.
- No hands-on technical work is required.
- You will coordinate field resources, not perform the technical work.