Service Coordinator

Prime System Solutions; Lahore; Remote; PKR 11,074,000 - 17,996,000; Full time

Job summary

Prime System Solutions is seeking a Service Coordinator to support a US-based MSP. The role handles a high-volume queue of service tickets, matches requests with field engineers, schedules work, and keeps customers informed until completion.

You will work closely with the Project Coordination team, escalate blocked tickets, and ensure accurate time and billing entries in the PSA system. Strong English, reliability, and calm under pressure are essential.

Qualifications

• High-volume service tickets, prioritization, quick turnaround.
• Coordinate field engineers and resources for tickets.
• Communicate with customers via email and phone.
• Accurate time and billing notes in PSA.

Responsibilities

• Manage high-volume queue of service tickets and prioritize turnaround.
• Assign and schedule field engineers and local resources.
• Coordinate onsite visits, book appointments, confirm access.
• Maintain clear customer communication.
• Log notes, statuses, time, and billing details in PSA.

Skills

Service coordination

Dispatch scheduling

Client communication

Time management

Attention to detail

Tools

ConnectWise

Autotask

Job description

Prime System Solutions is hiring a Service Coordinator for a US-based managed IT services provider (MSP). You will join a small core team that keeps the client's service operations moving. Unlike project coordination, this role works ticket by ticket: a high volume of small, quick-turnaround jobs. You will match each request with the right field engineer, schedule the work, and keep the customer informed until it's done. The role is revenue driven: every ticket you move forward is billable work delivered.

Key Responsibilities:

• Manage a high-volume queue of service tickets, and prioritize and turn them around quickly.
• Assign and schedule field engineers and local resources to each ticket, and confirm availability and logistics.
• Coordinate onsite visits and small tasks with customers: book appointments, confirm access, and follow up after completion.
• Communicate clearly and professionally with customers by email and phone, including during urgent or difficult situations.
• Keep ticket notes, statuses and time and billing details accurate in the PSA and ticketing system.
• Escalate blocked or at-risk tickets, and spot work that should become a project.
• Work with the Project Coordination team, and help cover and cross-train as needed.

• Able to work US Eastern Time hours consistently.
• Excellent written and spoken English, including confident client-facing communication.
• Experience in service coordination, dispatch, helpdesk or service desk coordination, scheduling, or a similar fast-paced coordination role.
• Able to juggle many small tasks at once, with quick turnaround and strong attention to detail.
• Professional, dependable and calm under pressure.

Nice to have:

• Experience at an MSP or IT services company, or with tier-1 support or service desk operations.
• Familiarity with PSA or ticketing tools (e.g., ConnectWise, Autotask) and dispatch or scheduling tools.
• Some project coordination experience, which helps with scheduling structure.
• No hands-on technical work is required.
• You will coordinate field resources, not perform the technical work.