Description :The Service Coordinator plays a critical role in driving operational excellence within our Network Operations Center (NOC). This role ensures tickets are triaged accurately, resources are deployed efficiently, and service level commitments are met consistently. By optimizing workflow, enforcing SLA adherence, and maintaining real-time visibility across service boards, the Service Coordinator directly impacts client satisfaction, technician productivity, and overall service profitability.This is a highly visible, fast-paced role requiring strong judgment, organization, and communication skills. The position requires on-site presence at our Houston corporate office four days per week.Key Responsibilities:Conduct daily review of all incoming and unassigned tickets to ensure accurate triage and timely assignmentQualify client issues and open support tickets with complete, accurate documentationEnsure all tickets contain proper Company, Site, Priority, and Agreement codingSchedule and dispatch technical resources using ConnectWiseMonitor service boards for new, aging, and at-risk tickets; proactively intervene as neededMaintain real-time dashboard visibility to ensure operational transparencyCoordinate daily with technical teams to align ticket assignments with capacity and skill setsEnforce SLA compliance and proactively remediate tickets nearing violationProvide consistent client communication aligned with SLA policyPerform service ticket follow-up and quality assurance reviewsConduct periodic customer satisfaction outreach on closed ticketsManage multiple priorities in a high-volume MSP environmentKnowledge, Skills & Competencies:Strong written and verbal communication skillsAbility to interact confidently with both technical and non-technical stakeholdersHigh attention to detail with precise documentation standardsStrong organizational skills with the ability to manage competing prioritiesProactive, solutions-oriented mindsetAbility to work independently while contributing to a collaborative team environmentEducation & Experience:1+ year experience in a Managed Service Provider (MSP) environment preferredService Desk or NOC dispatch experience preferredConnectWise experience strongly preferredExperience with advanced ticketing systemsTechnical support background preferredPhysical Demands:Sedentary Work – Exerts up to 10 pounds of force occasionally, a negligible amount of force frequently, and/or constantly having to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.Disclaimer:The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.Meriplex is an Equal Employment Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status

Service Coordinator

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