Service Coordinator

Service CoordinatorThe 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 assignmentQualify client issues and open support tickets with complete, accurate documentationEnsure all tickets contain proper Company, Site, Priority, and Agreement codingSchedule and dispatch technical resources using ConnectWiseMonitor service boards for new, aging, and at-risk tickets; proactively intervene as neededMaintain real-time dashboard visibility to ensure operational transparencyCoordinate daily with technical teams to align ticket assignments with capacity and skill setsEnforce SLA compliance and proactively remediate tickets nearing violationProvide consistent client communication aligned with SLA policyPerform service ticket follow-up and quality assurance reviewsConduct periodic customer satisfaction outreach on closed ticketsManage multiple priorities in a high-volume MSP environmentKnowledge, Skills & Competencies:Strong written and verbal communication skillsAbility to interact confidently with both technical and non-technical stakeholdersHigh attention to detail with precise documentation standardsStrong organizational skills with the ability to manage competing prioritiesProactive, solutions-oriented mindsetAbility to work independently while contributing to a collaborative team environmentEducation & Experience:1+ year experience in a Managed Service Provider (MSP) environment preferredService Desk experience preferredConnectWise experience strongly preferredExperience with advanced ticketing systemsTechnical support background preferredEqual Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.