Service Coordinator - MSP

Do you want to join a leading Managed Service Provider supporting businesses with secure, reliable, and scalable IT solutions? Our client, a well-established MSP in the Houston area, delivers managed services across networking, systems, cloud, and cybersecurity, helping organisations optimise and future-proof their IT environments. 

We are seeking a Service Coordinator to join their team. This role is critical in ensuring exceptional client experiences through efficient scheduling, communication, and coordination of service activities.

This position offers a clear career path: starting as a Service Coordinator with the expectation to transition into the Client Care Lead role based on performance and leadership.

If you are interested in this role, get in touch and apply today! 

Responsibilities:

• Coordinate and schedule internal and field engineering resources using the dispatch calendar.
• Field and triage incoming client calls and service requests; create, assign, and manage tickets promptly.
• Schedule and dispatch engineers and/or equipment according to customer needs and SLAs.
• Monitor the dispatch board for accurate workload forecasting (2–5 days).
• Communicate proactively with clients regarding incident progress and follow-up actions.
• Escalate requests that cannot be scheduled within agreed service levels.
• Ensure accurate documentation and time entry for all service tickets prior to closure.
• Maintain up-to-date client records and assist with operational reviews.
• Act as the communication hub between clients, engineers, and management.
• Track and report on open tickets, SLA adherence, and client satisfaction metrics.

Skills/Must have:

• Previous IT service delivery or dispatch experience preferred.
• Bachelor’s degree in Business, Marketing, IT, or related field preferred.
• Strong understanding of IT services (managed services, cloud, cybersecurity).
• Excellent verbal and written communication skills.
• Ability to manage multiple priorities under pressure.
• Proficiency in Microsoft Office Suite; experience with PSA tools (ConnectWise, Autotask, HaloPSA) preferred.

Salary & Benefits:

• Competitive base salary ($65,000) plus annual performance bonus.
• Comprehensive health, dental, and vision insurance.
• Employer-paid life insurance and AD&D.
• Retirement savings plan with company match.
• Professional development opportunities.
• Collaborative work environment and career growth potential.