Service Coordinator

About the role

Prime System Solutions is seeking a Service Coordinator to support a US‑based managed IT services provider. You will manage a high‑volume ticket queue, match requests with field engineers, and keep customers informed throughout the process.

Key responsibilities

• Manage and prioritize a high‑volume queue of service tickets, ensuring quick turnaround.
• Assign and schedule field engineers and local resources, confirming availability and logistics.
• Coordinate onsite visits: book appointments, confirm access, and follow up after completion.
• Communicate professionally with customers via email and phone, especially in urgent situations.
• Maintain accurate ticket notes, statuses, and billing details in the PSA and ticketing system.
• Escalate blocked or at‑risk tickets and identify work that should become a project.
• Collaborate with the Project Coordination team and provide cross‑training as needed.

Required profile

• Ability to work US Eastern Time hours consistently.
• Excellent written and spoken English with confident client‑facing communication.
• Experience in service coordination, dispatch, helpdesk or similar fast‑paced coordination roles.
• Strong multitasking ability, quick turnaround, and attention to detail.
• Professional, dependable, and calm under pressure.

Required skills

• Familiarity with PSA or ticketing tools such as ConnectWise or Autotask.
• Experience with dispatch or scheduling tools.