The Service Coordinator plays a critical role in driving operational excellence within our Technical Assistance Center (TAC). This role ensures tickets are triaged accurately, resources are deployed efficiently, and service level commitments are met consistently. By optimizing workflow, enforcing SLA adherence, and maintaining real-time visibility across service boards, the Service Coordinator directly impacts client satisfaction, technician productivity, and overall service profitability.
This is a highly visible, fast-paced role requiring strong judgment, organization, and communication skills. The position requires on-site presence at a Meriplex client in Charlotte, NC.
Key Responsibilities:
- Conduct daily review of all incoming and unassigned tickets to ensure accurate triage and timely assignment
- Qualify client issues and open support tickets with complete, accurate documentation
- Ensure all tickets contain proper Company, Site, Priority, and Agreement coding
- Schedule and dispatch technical resources using ConnectWise
- Monitor service boards for new, aging, and at-risk tickets; proactively intervene as needed
- Maintain real-time dashboard visibility to ensure operational transparency
- Coordinate daily with technical teams to align ticket assignments with capacity and skill sets
- Enforce SLA compliance and proactively remediate 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
Knowledge, Skills & Competencies:
- Strong written and verbal communication skills
- Ability to interact confidently with both technical and non-technical stakeholders
- High attention to detail with precise documentation standards
- Strong organizational skills with the ability to manage competing priorities
- Proactive, solutions-oriented mindset
- Ability to work independently while contributing to a collaborative team environment
Education & Experience:
- 1+ year experience in a Managed Service Provider (MSP) environment preferred
- Service Desk experience preferred
- ConnectWise experience strongly preferred
- Experience with advanced ticketing systems
- Technical support background preferred