Administrative Coordinator

Fulltime Salary plus Benefits

Salary Range $55k - $60k a year

Job description:

Key Responsibilities

• Manage and coordinate the day-to-day schedules of technicians and engineers through Autotask.
• Continuously review Autotask service queues throughout the day to ensure tickets are being assigned, scheduled, and addressed by the appropriate resources.
• Assign and schedule service tickets based on priority, SLA requirements, technician availability, technical skill set, geographic location, client requirements, and overall Service Department workload.
• Maintain accurate and up-to-date technician calendars, schedules, ticket assignments, and availability within Autotask.
• Monitor technician workloads and balance assignments across the team to ensure resources are being utilized effectively and workloads are distributed appropriately.
• Adjust schedules throughout the day when emergencies, escalations, Priority 1 incidents, technician callouts, project requirements, or higher-priority client issues arise.
• Maintain appropriate Service Desk coverage throughout the business day and proactively identify resource or scheduling gaps before they impact service delivery.
• Coordinate onsite visits, remote support sessions, scheduled service work, installations, maintenance, client onboarding, and project-related assignments.
• Monitor new, open, unassigned, and unscheduled tickets and ensure they are addressed or scheduled within appropriate timeframes.
• Monitor aging tickets and follow up when tickets have remained open too long, have not been scheduled, lack appropriate activity, or require additional attention.
• Monitor SLA requirements and assist with ensuring tickets are assigned and scheduled within required response and service timeframes.
• Work closely with Service Department leadership and the Service Desk to determine technician priorities and where resources are most urgently needed.
• Coordinate with the Projects team when technicians or engineers are required for project-related work while ensuring appropriate Service Desk coverage is maintained.
• Ensure technicians have the necessary ticket information, client details, scheduling information, equipment requirements, and other relevant information prior to scheduled work, onsite visits, or client appointments.
• Communicate scheduling changes, conflicts, assignments, and priorities to technicians and other team members as needed.
• Escalate resource shortages, scheduling conflicts, overdue tickets, coverage concerns, or other service delivery issues to management when necessary.
• Plan ahead for PTO, training, meetings, projects, client onboarding, scheduled maintenance, and other events that may impact technician availability.
• Track technician availability and utilization within Autotask to support effective resource planning and workload management.
• Work with management to review upcoming workload and identify when additional resources, coverage changes, or scheduling adjustments may be required.
• Help maintain accurate ticket information, scheduling details, resource assignments, and calendar entries within Autotask.
• Support the coordination of resources requested by the Projects team, Account Management, Client Technology Managers, and other internal departments.
• Help maintain communication between the Service Desk, Projects, Account Management, technical teams, and Service Department leadership.
• Identify opportunities to improve scheduling, dispatch, resource utilization, and overall workflow within Autotask.
• Communicate directly with clients by phone or email when necessary to coordinate appointments, provide scheduling updates, or set expectations regarding service requests.
• Assist with the preparation and distribution of operational reports as required.
• Receive and document equipment arriving at the office when necessary.
• Provide backup support for other Resource Coordinators or team members during PTO, illness, or periods of increased workload.
• Perform other duties as assigned.

Position Requirements

• Previous experience in scheduling, dispatch, service coordination, resource management, or a similar role preferred.
• Experience working within an MSP, IT Service Desk, or technical support environment strongly preferred.
• Experience with Autotask PSA preferred.
• Strong organizational and scheduling skills with the ability to manage multiple priorities simultaneously.
• Ability to work effectively in a fast-paced, high-pressure environment where priorities may change throughout the day.
• Strong customer service and client communication skills.
• Ability to communicate professionally with clients, technicians, managers, and senior executives.
• Strong problem-solving, analytical, and decision-making skills.
• Ability to prioritize work based on urgency, SLA requirements, business impact, technician skill set, availability, and client needs.
• Strong attention to detail and documentation skills.
• Ability to work independently while also functioning effectively within a team environment.
• Highly self-motivated, organized, and capable of taking initiative.
• Comfortable learning technical terminology, hardware concepts, and IT service processes.
• Working knowledge of Microsoft Office, including Outlook, Excel, Word, and Teams.
• Knowledge of PC hardware, networking terminology, and general IT concepts preferred.