IT Service Coordinator (MSP/ConnectWise) Overview:

We have been providing IT support and IT infrastructure services to DFW-based businesses for over 20 years. We pride ourselves on being able to being able to solve problems other IT companies cannot.

Due to our continued growth, we are seeking a IT Service Coordinator (MSP/ConnectWise) to join our team! There will be growth opportunities within this position to take your coordination skills and abilities as high as a director level down the road as you grow.

The IT Service Coordinator (MSP/ConnectWise) will be the “voice” for clients. You will ensure techs are assigned to service requests as needed. Your goal is to ensure optimal client experience whilst thoroughly documenting interactions. The IT Service Coordinator (MSP/ConnectWise) is responsible for attaining maximum utilization of internal and field technical resources through daily dispatch of service requests.

We are only considering IT Service Coordinator (MSP/ConnectWise) applicants with previous MSP experience.

IT Service Coordinator (MSP/ConnectWise) Essential Duties and Responsibilities:

  • A point of contact to the customer for all types of service requests.
  • Pre-process service requests as they arrive through a phone call, email, manual entry, or direct customer input.
  • Schedule internal and field technical resources via the ticketing system.
  • Monitor resource schedules to ensure prompt time entry on service requests.
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
  • Route incoming and existing tickets to the appropriate technician or department.
  • Monitor open service tickets to make sure the team is meeting customers’ needs.
  • Improve customer service, perception, and satisfaction with fast turnaround of customer requests.
  • Ability to work in a team and communicate effectively.
  • Report the utilization of IT Support resources and successful completion of service requests to the Service Desk Manager.
  • Responsible for entering time and expenses as they occur.
  • Enter all work as service tickets into ConnectWise ticket system.
  • Escalate requests to Service Desk Manager or other team members as necessary.

IT Service Coordinator (MSP/ConnectWise) Benefits:

  • Health, Dental, and Vision Insurance
  • Generous PTO PTO
  • Cell phone reimbursement
  • Certification reimbursement
  • Paid Training
  • Regular Reviews for Advancement