Service Coordinator

Houston, MS - USA

Monthly Salary: Not Disclosed

Posted on: 2 hours ago

Vacancies: 1 Vacancy

Job Summary

The Service Coordinator plays a critical role in driving operational excellence within our Network Operations Center (NOC). 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 our Houston corporate office four days per week.

Key Responsibilities:

Conduct daily review of all incoming and unassigned tickets to ensure accurate triage and timely assignment
Qualify client issues and open support tickets with complete accurate documentation
Ensure all tickets contain proper Company Site Priority and Agreement coding
Schedule and dispatch technical resources using ConnectWise
Monitor service boards for new aging and at-risk tickets; proactively intervene as needed
Maintain real-time dashboard visibility to ensure operational transparency
Coordinate daily with technical teams to align ticket assignments with capacity and skill sets
Enforce SLA compliance and proactively remediate tickets nearing violation
Provide consistent client communication aligned with SLA policy
Perform service ticket follow-up and quality assurance reviews
Conduct periodic customer satisfaction outreach on closed tickets
Manage multiple priorities in a high-volume MSP environment

Knowledge Skills & Competencies:

Strong written and verbal communication skills
Ability to interact confidently with both technical and non-technical stakeholders
High attention to detail with precise documentation standards
Strong organizational skills with the ability to manage competing priorities
Proactive solutions-oriented mindset
Ability to work independently while contributing to a collaborative team environment

Education & Experience:

1 year experience in a Managed Service Provider (MSP) environment preferred
Service Desk or NOC dispatch experience preferred
ConnectWise experience strongly preferred
Experience with advanced ticketing systems
Technical support background preferred

Physical Demands:

Sedentary Work Exerts up to 10 pounds of force occasionally a negligible amount of force frequently and/or constantly having to lift carry push pull or otherwise move objects including the human body. Sedentary work involves sitting most of the time.

Disclaimer:

The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties responsibilities and qualifications required of employees assigned to this job.

Meriplex is an Equal Employment Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender perception or identity national origin age marital status protected veteran status or disability status

Required Experience:

This is a highly visible fast-paced role requiring strong judgment organization and communication skills. The position requires on-site presence at our Houston corporate office four days per week.

Key Responsibilities:

Conduct daily review of all incoming and unassigned tickets to ensure accurate triage and timely assignment
Qualify client issues and open support tickets with complete accurate documentation
Ensure all tickets contain proper Company Site Priority and Agreement coding
Schedule and dispatch technical resources using ConnectWise
Monitor service boards for new aging and at-risk tickets; proactively intervene as needed
Maintain real-time dashboard visibility to ensure operational transparency
Coordinate daily with technical teams to align ticket assignments with capacity and skill sets
Enforce SLA compliance and proactively remediate tickets nearing violation
Provide consistent client communication aligned with SLA policy
Perform service ticket follow-up and quality assurance reviews
Conduct periodic customer satisfaction outreach on closed tickets
Manage multiple priorities in a high-volume MSP environment

Knowledge Skills & Competencies:

Strong written and verbal communication skills
Ability to interact confidently with both technical and non-technical stakeholders
High attention to detail with precise documentation standards
Strong organizational skills with the ability to manage competing priorities
Proactive solutions-oriented mindset
Ability to work independently while contributing to a collaborative team environment

Education & Experience: