Our Client is seeking an experienced Senior Service & Project Coordinator to lead service intake, triage, dispatch, technician scheduling, and project coordination in a fast-paced MSP/MSSP environment. If you’re highly organized, client-focused, and skilled at keeping technical teams, schedules, and service delivery on track, this could be a great opportunity to put your experience to work.
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ABOUT THE ROLE
You will own service intake, triage, dispatch, and scheduling while supporting projects from initiation through completion. You’ll work closely with clients and technical teams to prioritize requests, coordinate resources, manage expectations, and keep service delivery on track.
RESPONSIBILITIES
Manage high-volume client service requests by phone and email
Create, prioritize, and maintain accurate service tickets
Assess urgency, business impact, technical requirements, and access needs
Dispatch technicians based on skills, client environment, workload, and priority
Coordinate technician schedules, onsite appointments, remote sessions, and travel
Provide proactive client updates regarding ETAs, next steps, delays, and dependencies
Escalate SLA risks, outages, client concerns, and unclear scope appropriately
Review tickets for documentation quality, completeness, and billing readiness
Track project tasks, timelines, dependencies, equipment, and deliverables
Coordinate procurement, shipments, receiving, staging, RMAs, and product readiness
Adjust schedules based on product availability and communicate changes proactively
Maintain accurate client documentation and follow security-first information-handling practices
QUALIFICATIONS
High school diploma or equivalent
5+ years of service coordination, dispatch, or service desk coordination experience in an MSP/MSSP environment
Strong knowledge of SMB IT environments, MSP workflows, and service delivery processes
Proven experience with IT service intake, triage, dispatch, and technician scheduling
Experience managing high volumes of client communication with professionalism and follow-through
Experience coordinating procurement-linked service delivery and product logistics
Strong proficiency with PSA platforms such as ConnectWise or Autotask
Strong Microsoft 365 skills, including Outlook, Teams, Excel, and Word
Excellent organization, documentation, communication, problem-solving, and client service skills
PREFERRED QUALIFICATIONS
Associate’s or Bachelor’s degree in a related field or equivalent experience
Experience with ConnectWise Manage, ConnectWise Automate, and ScreenConnect
Familiarity with SonicWall, Dell, Microsoft 365, SentinelOne, Acronis, VoIP, networking, VMware, and Hyper-V
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