Senior Service & Project Coordinator
hace 2 días
Houston
Job Description JOB DESCRIPTION: Senior Service & Project Coordinator ROLE PROFILE As the Senior Service & Project Coordinator, you are the central coordination and communication hub for all client service needs and the primary owner of service intake, triage, and dispatch. You will answer and place a high volume of client calls, translate requests into well-documented tickets, ask targeted questions to confirm scope and urgency, and assign the appropriate technician based on the technical requirements, client environment, and technician strengths. You will proactively manage schedules and utilization across service and project teams, confirm client appointments and access requirements, maintain accurate client documentation, and provide thorough review and quality control of service/project tickets to ensure completeness, consistent communication, and billing readiness. Working closely with technical team members, you will support the planning and execution of service projects from initiation through completion by tracking tasks, timelines, dependencies, and deliverables. Essential Functions & Responsibilities: Service Intake, Triage & Dispatch: • Serve as the primary point of contact for inbound service requests via phone/email; maintain calm, professional communication during urgent or escalated issues., • Create, categorize, and prioritize service tickets with accurate descriptions, troubleshooting context, and required details to support “fix it right the first time.”, • Ask targeted questions to confirm the true issue, urgency, business impact, and required access—then determine appropriate next steps., • Assign/dispatch the most appropriate technician based on issue type, client environment, technician skillset, and current workload., • Escalate risks early (SLA breaches, high-impact outages, client dissatisfaction, unclear scope) to the appropriate leadership/technical owner. Scheduling, Workflow, and Utilization Management • Coordinate daily technician schedules, onsite appointments, and remote sessions; manage schedule changes and client expectations proactively., • Forecast workload across service and project work to support staffing, scheduling, and delivery goals., • Coordinate travel/route planning for onsite service to improve efficiency and on-time arrivals., • Confirm client appointments, access requirements, and site logistics prior to dispatching technicians. Client Communication & Expectation Management • Provide clear, consistent client updates (ETAs, next steps, scheduling, dependencies, approvals needed)., • Set, manage, and fulfill client expectations with professionalism and appropriate urgency., • De-escalate demanding situations and support conflict resolution with clients and internal teams when needed. Ticket Quality Control, Documentation, and Billing Readiness • Maintain accurate and up-to-date client account documentation and service records., • Review service and project tickets for completeness (notes, timelines, time entries, resolution details) to support internal standards and billing readiness., • Ensure strict adherence to company data/information security practices while handling client information. Project Coordination Support • Support service projects by tracking tasks, timelines, dependencies, and deliverables from start to finish., • Coordinate required products/equipment: tracking, receiving, and ensuring readiness for scheduled work., • Work closely with technical team members to keep project work moving and stakeholders informed. Procurement & Logistics Coordination (Scheduling Dependencies) • Coordinate service/project product logistics within the PSA procurement workflow: confirm ordering status, track shipments/ETAs, receive/check-in items, and maintain accurate status updates., • Prepare items for deployment by coordinating basic staging steps (labeling, assignment to client/project, confirming components match the scope) and ensuring technicians have required materials before scheduled work., • Update service and project schedules based on product availability, shipping delays, backorders, and dependency sequencing; proactively communicate impacts to internal teams and clients., • Coordinate returns/RMAs and replacement shipments as needed; ensure accurate documentation for ticket/project and billing readiness. Performance Expectations: • Exceptional client service and professional communication under pressure, • Strong triage judgment and dispatch decision-making, • Must maintain strict information confidentiality and follow approved methods for exchanging sensitive information with clients, • Maximizing schedule utilization to meet organizational goals, • Detail-driven documentation and follow-through, • Situational awareness, active listening, and ability to ask the right questions, • Organized, self-motivated, results-focused time management, • Maintains accurate procurement status (ordered/shipped/received/ready) and proactively adjusts schedules so technicians arrive with the right equipment, minimizing rescheduling and missed appointments, • Communicates ETA changes early and clearly to protect client expectations and internal delivery timelines, • Effective negotiation/problem-solving and conflict resolution, • Strong working understanding of SMB IT environments and terminology, • Consistent improvement mindset and willingness to learn technology and processes Required Qualifications: • High school diploma or equivalent, • 5+ years in a service coordination / dispatcher / service desk coordinator role supporting technical resources in an MSP/MSSP environment, • Strong working knowledge of MSP/MSSP toolsets and service delivery workflows, • Strong working knowledge of SMB IT environments and terminology, • Proven ability to intake, triage, and dispatch I.T. service requests: ask targeted questions, assess urgency/business impact, and route to the best-fit technician, • Demonstrated experience managing high volumes of client communication (phone/email) with consistent professionalism, accuracy, and follow-through, • Demonstrated experience coordinating procurement-linked service delivery: tracking orders/ETAs, receiving/checking in products, and adjusting schedules/work plans based on product availability and dependencies., • Strong proficiency using PSA applications (i.e. ConnectWise, Autotask, etc.), • Strong proficiency with Microsoft Office Suite and Microsoft 365 (Outlook calendaring, Teams, Excel, Word), • High level of competency in documentation and ticket quality: creating clear ticket notes, capturing scope/requirements, and ensuring work is billing-ready, • High proficiency operating within security-first workflows and internal cybersecurity best practices, including strict adherence to secure handling of client information, access controls, and approved communication/documentation procedures., • Reliable transportation; valid Texas driver license and current vehicle insurance Preferred Qualifications: -Associate’s or Bachelor’s degree in a related field preferred, or equivalent relevant experience -Experience working in ConnectWise Manage (PSA) and ConnectWise Automate (RMM) (ScreenConnect a plus) -Familiarity with common SMB/MSP technology stacks and concepts, such as SonicWall (firewalls/VPN), Dell endpoints/servers, Microsoft 365 (user-impact and licensing concepts), SentinelOne EDR, Acronis backups, VoIP phone systems, Wi-Fi/networking, and virtualization platforms (VMware/Hyper-V) -Familiarity with secure data-handling workflows in ticketing systems (e.g., Traceless or equivalent) is a plus. Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk and hear. This position is very active and requires standing, walking, bending, kneeling, stooping, crouching, etc.. The employee must frequently lift and/or move items over 50 pounds. Continual use of a computer, peripherals, phone, etc. are necessary. Employees must be able to safely operate motor vehicles. Position Type & Expected Hours of Work: This is a full-time, salaried position, expected to work at least 40 hours per week. Standard hours are Monday through Friday, 8:00 a.m. – 5:00 p.m. Occasional work outside of standard hours may be required based on client needs, urgent issues, or scheduled maintenance windows. New hires serve an initial 90-calendar-day introductory period. This time is designed to help you acclimate to your responsibilities, complete necessary training, and evaluate whether the role is a good mutual fit. During this period, both you and i-tech Technology Consulting can assess performance and expectations. Please note that completing the introductory period does not alter the at-will nature of your employment, which means either you or the company may terminate the employment relationship at any time, with or without cause or advance notice. Work Authorization & Pre-employment Screening: Employment is contingent upon verification of identity and authorization to work in the United States (I-9). Final candidates may be required to successfully complete pre-employment screening, which may include background checks, reference checks, and other job-related screenings as permitted by law and required by client engagements. Other Duties: Please note this job description is not designed to cover or contain a complete comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice, based on business needs. In an effort to serve our clients better and to have a good understanding of other positions, there will be times you are asked to cross-train with another positions. i-Tech is an Equal Opportunity Employer: We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at i-Tech are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, gender, pregnancy, age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. I-Tech will not tolerate discrimination or harassment based on any of these characteristics. We encourage applicants of all ages.