Location: Austin, TX - Onsite Job Type: Full-Time Department: Service Delivery / Managed Services About UsSystemverse is a modern Managed Services Provider (MSP) focused on delivering exceptional IT support, cybersecurity, cloud solutions, and strategic technology guidance to small and mid-sized businesses. We believe technology should enable growth, not create obstacles. Our team combines technical expertise with outstanding customer service to help clients operate securely and efficiently. We are seeking a highly organized, customer-focused Service Coordinator to serve as the operational hub between clients and technical teams. This role is critical to ensuring tickets are properly triaged, technicians are effectively scheduled, SLAs are met, and clients receive a world-class support experience. Position Summary The MSP Service Coordinator is responsible for managing service requests, coordinating technical resources, monitoring ticket queues, communicating with clients, and ensuring service delivery processes run smoothly. This role requires excellent communication skills, strong attention to detail, the ability to prioritize competing demands, and a passion for customer service. The ideal candidate has experience in an MSP or IT support environment and understands ticketing systems, service level agreements (SLAs), dispatching, and client relationship management. Benefits Health, dental, and vision insurance Paid time off and holidays 401(k) with company match Professional development reimbursement Certification assistance Responsibilities: • Service Coordination & Dispatch Manage incoming service requests via phone, email, chat, and support portal. Prioritize and assign tickets based on urgency, impact, SLA requirements, and technician skill set. Coordinate scheduling for onsite visits, remote support sessions, projects, and escalations. Monitor ticket queues throughout the day to ensure timely response and resolution. Escalate high-priority issues to appropriate technical and management resources. • Client Communication Track technician utilization and workload balancing. Act as the primary point of contact for service-related communications. Provide clients with timely updates regarding ticket status, progress, and resolution. Manage client expectations throughout the support lifecycle. Identify potential service concerns and proactively coordinate resolution efforts. • Service Delivery Management Maintain professional and positive client relationships. Ensure tickets meet internal quality standards and documented processes. Monitor compliance with client SLAs and internal KPIs. Review open, overdue, and stalled tickets daily. Facilitate follow-up communication on unresolved issues. Assist with major incident communication and coordination. • Administrative & Documentation Support onboarding and offboarding coordination activities. Maintain accurate ticket notes, service records, and client information. Generate service reports and operational metrics. Assist with recurring service reviews and account management activities. Coordinate procurement requests, warranty claims, and vendor communications when needed. Support continual improvement initiatives for service delivery processes.Success MetricsThe successful Service Coordinator will consistently achieve: High client satisfaction (CSAT) scores SLA response and resolution compliance Accurate ticket dispatching Reduced ticket aging Effective technician utilization Timely client communication Strong documentation quality Qualifications: • Required 2+ years of experience in a service coordinator, dispatcher, customer service, or help desk support role. Strong organizational and time-management skills. Exceptional written and verbal communication abilities. Experience working with ticketing systems. Ability to multitask in a fast-paced environment. Strong customer service orientation. • Preferred Proficiency with Microsoft 365 applications. Previous experience working for an MSP. Familiarity with ConnectWise Manage, HaloPSA, Autotask, or similar PSA platforms. Understanding of service level agreements (SLAs). Experience coordinating technical teams. Knowledge of IT support processes and terminology. CompTIA A+, ITIL Foundation, or related certifications.Technical Knowledge PreferredCandidates should possess a basic understanding of: Microsoft 365 Entra ID (Azure AD) SharePoint Online Microsoft Teams Endpoint management platforms (Intune) Cybersecurity best practices Networking fundamentals Remote support tools Backup and disaster recovery concepts Managed security servicesNote: This is not a technical support role, but the ability to understand and properly route technical issues is essential.Core CompetenciesCustomer FocusBuild trust with clients through responsive, professional communication.OrganizationManage multiple priorities while maintaining accuracy and attention to detail.Problem SolvingIdentify bottlenecks and coordinate resources to drive issue resolution.AccountabilityTake ownership of service coordination activities and follow through to completion.TeamworkCollaborate effectively with technicians, project engineers, account managers, and leadership.AdaptabilityRemain calm and productive when priorities shift rapidly. Compensation: $60,000 yearly

• Service Coordination & Dispatch • Manage incoming service requests via phone, email, chat, and support portal. • Prioritize and assign tickets based on urgency, impact, SLA requirements, and technician skill set. • Coordinate scheduling for onsite visits, remote support sessions, projects, and escalations. • Monitor ticket queues throughout the day to ensure timely response and resolution. • Escalate high-priority issues to appropriate technical and management resources. • Track technician utilization and workload balancing.Client Communication • Act as the primary point of contact for service-related communications. • Provide clients with timely updates regarding ticket status, progress, and resolution. • Manage client expectations throughout the support lifecycle. • Identify potential service concerns and proactively coordinate resolution efforts. • Maintain professional and positive client relationships.Service Delivery Management • Ensure tickets meet internal quality standards and documented processes. • Monitor compliance with client SLAs and internal KPIs. • Review open, overdue, and stalled tickets daily. • Facilitate follow-up communication on unresolved issues. • Assist with major incident communication and coordination. • Support onboarding and offboarding coordination activities.Administrative & Documentation • Maintain accurate ticket notes, service records, and client information. • Generate service reports and operational metrics. • Assist with recurring service reviews and account management activities. • Coordinate procurement requests, warranty claims, and vendor communications when needed. • Support continual improvement initiatives for service delivery processes.Success MetricsThe successful Service Coordinator will consistently achieve: • High client satisfaction (CSAT) scores • SLA response and resolution compliance • Accurate ticket dispatching • Reduced ticket aging • Effective technician utilization • Timely client communication • Strong documentation quality