Service Coordinator

Service Coordinator (Dispatcher)

Kotman Technology is a growing Managed Services Provider, and we're looking for a Service Coordinator (Dispatcher) who thrives in fast-paced environments and loves bringing order to chaos.

Reports to: Coordination Lead

General Summary:

This role is the central hub of our service team you'll own the flow of incoming work, coordinate technicians, and ensure nothing falls through the cracks. If you enjoy solving real-time puzzles (think Tetris meets Jenga), communicating with people, and making systems run smoothly this role was built for you.

What You'll Do:

• Own the Flow of Work
• Triage all incoming calls, emails, and service tickets
• Ensure every request is categorized, prioritized, and moving forward
• Act as the initial point of contact for client service needs
• Schedule & Coordinate Service Work
• Schedule remote and onsite work for technicians
• Align resources, client availability, and priorities
• Adjust schedules dynamically as needs change
• Manage the Service Board
• Own ticket statuses across key service boards
• Ensure no tickets sit idle or unclear
• Maintain clean, accurate, and actionable boards
• Communicate Proactively
• Keep clients informed on ticket progress and expectations
• Coordinate between technicians, projects, and internal teams
• Provide clear, professional updates
• Drive Progress & Accountability
• Follow up on past due, waiting, and unscheduled work
• Escalate issues that cannot meet service expectations
• Ensure all tickets are actively progressing
• Support Broader Coordination Efforts
• Assist with project scheduling as needed
• Support Technical Business Review scheduling
• Assist with new client scheduling coordination

What Success Looks Like:

• Service boards are clean, accurate, and actionable
• All tickets are scheduled or actively progressing
• Minimal tickets sit in Scheduling Required or Past Due
• Clients feel informed and taken care of
• Technicians are fully utilized and scheduled efficiently

What You Bring:

• Strong communication skills (phone, written, and internal)
• Ability to multitask and prioritize in a fast-moving environment
• Attention to detail and follow-through
• Be able squat, crawl, climb and lift up to 50 lbs.
• Problem-solving mindset
• Customer service experience preferred (IT/MSP experience is a plus)

Bonus Points If You Have:

• Experience with ticketing systems (ConnectWise or similar)
• Familiarity with IT service environments
• Strong scheduling or coordination experience

Why Kotman:

• Fast-growing MSP with real career growth opportunities
• Team-first culture with strong emphasis on support and development
• Work that directly impacts clients and operations every day

Final Note:

We're not looking for someone to simply answer phones and schedule tickets.

We're looking for someone who takes ownership, enjoys the daily puzzle of coordination, and wants to make the entire team better.

If you enjoy solving problems, staying organized, and working with a team that moves fast, supports each other, and has a good time along the way you'll feel right at home here.