Remote IT Service Coordinator (MSP)

Job Title: Remote IT Service Coordinator (MSP)

Job Type: Full-Time | Independent Contractor | U.S. Pacific Time (8AM – 5PM PST)

About the Role: 

A reliable, detail-oriented, and highly organized IT Service Coordinator is needed to support a U.S.-based Managed Service Provider (MSP) in ensuring smooth day-to-day service operations. This role serves as a critical coordination point between clients, engineers, and internal leadership, helping manage service tickets, scheduling, and overall workflow efficiency.

The Service Coordinator will be responsible for overseeing ticket flow, dispatching tasks, maintaining service-level agreements (SLAs), and ensuring that client requests and IT projects are handled in a timely and organized manner. The role requires strong communication skills, attention to detail, and the ability to manage multiple moving parts in a fast-paced IT environment.

This position is ideal for someone with prior MSP experience who understands service coordination, ticketing systems, and the importance of maintaining structured processes to support technical teams and client satisfaction.

Key Responsibilities: 

Service Coordination & Ticket Management

• Manage and coordinate service tickets, ensuring proper triage, prioritization, and assignment.


• Dispatch tasks to engineers based on workload, availability, and priority.


• Monitor ticket queues to ensure timely progress and resolution.


• Maintain accurate and up-to-date ticket documentation within the system.

Scheduling & Resource Management

• Coordinate schedules for engineers, service calls, and project tasks.


• Balance workloads across team members to optimize efficiency.


• Ensure resources are allocated effectively to meet client and project demands.
  

SLA Monitoring & Escalation

• Track service-level agreements (SLAs) and ensure targets are consistently met.


• Identify risks or delays and escalate issues proactively when necessary.


• Help maintain high service standards and client satisfaction.

Client & Internal Communication

• Communicate updates clearly with clients regarding service requests and project progress.


• Coordinate with internal teams to ensure alignment on priorities and timelines.


• Serve as a central point of contact for operational updates and follow-ups.

Reporting & Process Improvement

• Generate reports on ticket queues, project status, and resource utilization.


• Maintain accurate records of service activities and project progress.


• Identify workflow inefficiencies and recommend process improvements.


• Support continuous improvement of service delivery operations.

Qualifications & Ideal Traits: 

Must-Have

• Minimum of 2+ years of experience in MSP, IT services, or technical coordination roles.


• Proven experience as a Service Coordinator in an MSP environment.


• Hands-on experience using ConnectWise (required).


• Strong understanding of ticket triage, dispatching, SLA management, and scheduling.


• Excellent written and verbal English communication skills.


• Proficiency in Microsoft Teams, Excel, and collaboration tools.
  
  

Preferred (Not Required)

• Experience with IT documentation tools such as IT Glue or similar platforms.


• Prior experience working in a fully remote or distributed team environment.
  
  

Core Traits

• Highly organized with strong attention to detail.


• Strong sense of accountability and ownership of tasks.


• Ability to manage multiple priorities in a fast-paced environment.


• Proactive problem-solver with a process improvement mindset.


• Reliable, consistent, and able to work independently with minimal supervision.

Working Environment: 

• Fully remote role supporting a U.S.-based IT company.


• Work schedule aligned with U.S. Pacific Time (8:00 AM – 5:00 PM PST).


• Fast-paced, structured MSP environment with clear workflows and expectations.


• Collaborative team culture with ongoing communication across departments.


• Opportunity for professional growth and skill development within the IT services industry.