The Role
The Service Manager / Service Coordinator is the air-traffic controller of our service desk. You own the ticket queue, dispatch and schedule technical staff, manage client communication on active work, and keep service delivery running smoothly day to day. This is a coordination and operations role — you don't need to be the deepest engineer in the room, but you do need to understand IT support workflows well enough to triage, prioritize, and keep work moving.
What You'll Do
- Own and manage the service ticket queue: triage incoming requests, assign priority, and dispatch to the right engineer
- Schedule and coordinate technician time to balance reactive tickets, scheduled work, and project tasks
- Serve as the primary point of contact for clients on active service issues — setting expectations, providing status updates, and ensuring nothing falls through the cracks
- Monitor SLAs and ticket aging; escalate at-risk items before they become problems
- Run daily/weekly service huddles and keep the team aligned on priorities
- Maintain accurate ticket documentation, time entry, and status hygiene in our PSA (Autotask)
- Identify recurring issues and process gaps, and help drive continuous improvement
- Support resource planning and reporting for service delivery metrics
What We're Looking For
- 2+ years in a service coordinator, dispatcher, or service management role — MSP or IT services environment strongly preferred
- Strong organizational and communication skills; you're calm under pressure and naturally keep people and tasks on track
- Working familiarity with IT support concepts (you can tell a quick fix from a complex escalation)
- Experience with a PSA/ticketing system (Autotask, ConnectWise, or similar) a big plus
- Customer-service mindset with the ability to manage expectations professionally
- Detail-oriented, process-driven, and comfortable holding others accountable to deadlines
