Technical Services Coordinator - MSP (IT Services Provider)

Job Description

Job Description

Position Overview

We’re seeking a Technical Service Coordinator who can bridge the gap between technical operations and exceptional client service. This position requires a blend of strong technical aptitude, organization, people skills, data analysis abilities, and a keen attention to detail. As you grow with us, you’ll have the opportunity to take on leadership and management responsibilities, helping shape our service delivery team and processes.

Key Responsibilities

• Monitor and manage support workflows using our ticketing system (Autotask), ensuring requests are prioritized and routed efficiently.

• Act as a quality control and triage specialist, reviewing tickets to confirm proper assignment, status, and escalation to the right technician or team at the right time.

• Analyze data from our PSA and related systems to track ticket metrics, employee time, client needs, and other operational KPIs.

• Prepare and deliver regular, accurate reports to management, highlighting trends, areas for improvement, and successes.

• Lead and facilitate ticket review meetings with individual team members and the broader team to discuss ticket status, escalations, and process improvements.

• Serve as the first line of technical support, providing Tier 1 troubleshooting (password resets, device setup, basic troubleshooting, initial assessments, etc.).

• Coordinate technical resources, manage technician schedules, and ensure support calls and onsite visits are organized for maximum efficiency.

• Communicate proactively and clearly with clients, keeping them updated on ticket status and ensuring satisfaction.

• Follow up on outstanding client needs (Customer Needs Follow-Up), escalating when necessary.

• Review and maintain staff time entries for accuracy and compliance with internal standards.

• Contribute to process improvement by identifying workflow bottlenecks and suggesting enhancements.

• Support onboarding and mentoring of new team members as the team grows.

Leadership & Advancement Opportunities

• As the company grows, this role will have opportunities to lead projects, train new hires, and participate in management decision-making for the service department.

• Demonstrated initiative and leadership may result in a formal management role.

Qualifications

• Experience in a service coordinator, technical support, helpdesk, or dispatcher role.

• Tier 2 technical experience (strongly preferred) with the ability to resolve more advanced IT issues.

• Relevant certifications (CompTIA A+, Network+, Microsoft, etc.) are a plus and will help you act as quality control for ticket flow and assignment.

• Strong technical aptitude with the ability to resolve common IT issues (Windows/Mac troubleshooting, device setup, user account management, etc.).

• Experience with PSA/ticketing systems (Autotask, ConnectWise, or similar) preferred.

• Exceptional attention to detail, with proven reliability in providing accurate data, communication, and feedback as needed.

• Ability to analyze operational data and provide actionable reporting on key metrics.

• Experience or comfort facilitating meetings and providing feedback to individuals and teams.

• Excellent communication, organization, and time management skills.

• Comfortable juggling multiple priorities in a fast-paced, team-oriented environment.

• Eagerness to grow into a leadership or management role.

What We Offer

• A collaborative and supportive environment where technical, analytical, and leadership skills are valued.

• Ongoing opportunities for professional growth, technical training, and advancement into management.

• Competitive salary and benefits.

Company DescriptionRedd E-Systems delivers enterprise-grade IT solutions to small and medium businesses. We value integrity, high character, and a team-driven approach to solving complex IT challenges for our clients.

Company Description

Redd E-Systems delivers enterprise-grade IT solutions to small and medium businesses. We value integrity, high character, and a team-driven approach to solving complex IT challenges for our clients.