Service Coordinator

Job Description:

The Service Desk Dispatcher is responsible for coordinating service request intake, triage, scheduling, and communication to ensure maximum utilization of internal and field resources while delivering a responsive and professional customer experience. This role serves as a central point of coordination for incoming service requests, dispatches tickets to the appropriate resources, monitors schedules and workflow in ConnectWise, and keeps customers and internal teams informed of ticket progress, scheduling updates, and service impacts.

Basic Functions:

• Single point of contact for incoming service requests.
• Coordination of support resources for effective scheduling and utilization.
• Pre-processing of tickets received by email, manual entry, or direct customer input.
• Scheduling of internal and field resources in ConnectWise.
• Monitoring of resource schedules and ticket activity.
• Communication with customers regarding ticket progress, scheduling, and outages.

Duties and Responsibilities:

• Receive, review, and route incoming service requests.
• Create, update, and maintain accurate service tickets in ConnectWise.
• Assign tickets to the appropriate technician or team based on priority, skillset, and availability.
• Coordinate scheduling changes to support service delivery needs.
• Monitor dispatch boards and technician calendars throughout the day.
• Follow up on unassigned, overdue, or at-risk service requests.
• Escalate requests that cannot be scheduled within agreed service levels.
• Communicate with customers regarding ticket status, scheduling, and delays.
• Support fast turnaround of customer requests.
• Improve productivity and utilization of service resources.
• Work closely with service desk and leadership to manage workflow.
• Ensure timely and accurate time entry and ticket updates.
• Maintain awareness of service processes, priorities, and internal procedures.
• Assist with reporting on resource utilization and service request completion.
• Contribute to customer satisfaction through responsiveness and follow-through.

Knowledge, Skills, and/or Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Basic computer and operating system knowledge
• Strong customer service and communication skills
• Active listening and interpersonal skills
• Ability to multitask in a fast-moving environment
• Strong organizational and scheduling skills
• Ability to prioritize work and adapt quickly to changing demands
• Technical awareness to align requests with the appropriate resources
• Understanding of service delivery workflows and support tools
• Strong attention to detail and data entry accuracy
• Ability to work effectively within a team
• Ability to maintain professionalism under pressure
• Self-motivated and dependable work style

Qualifications:

• Associate degree, technical training, or equivalent practical experience preferred
• 1–3 years of dispatching, service coordination, customer service, or administrative support experience preferred
• Experience working in an MSP, IT service desk, or technical support environment preferred
• Experience with ConnectWise or similar PSA/ticketing platform preferred
• Experience coordinating internal and field service resources preferred
• Familiarity with service level expectations and ticket prioritization preferred

Benefits:

• Competitive salary based on experience and qualifications.
• Health, vision, and dental benefits included.
• Performance based incentives.
• Generous bonus levels.
• Full on the job training & support.
• Fun working environment and culture.
• Great opportunity for advancement.

Pay: $47,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance

Work Location: In person