Client Services Scheduler & Operations Catalyst

Twinstate Technologies; West Plattsburgh (NY); On-site; USD 42,000 - 65,000; Full time

Job summary

Twinstate Technologies, a trusted cybersecurity, IT, and client-satisfaction partner, seeks a Client Services Coordinator/Scheduler in New York. You will coordinate client service, project and technical schedules, ensuring adherence to service levels and capacity.

Focus on reliable follow-through, proactive updates, and balanced workloads fuels 10/10 client satisfaction. You'll work with operations, project coordinators, and leadership to optimize capacity and staffing, while maintaining

Qualifications

• High school diploma or equivalent; associate degree or relevant postsecondary education is preferred.
• Two or more years of scheduling, dispatching, service coordination, client service, operations, or comparable experience in a fast-paced environment is preferred.
• Proven ability to coordinate multiple people, clients, appointments, tickets, and changing priorities at the same time.
• Strong understanding of capacity planning, workload balancing, productivity, and the relationship between scheduling decisions and billable utilization.
• Excellent verbal and written communication skills with a professional, client-focused approach.
• Exceptional reliability, attendance, follow-through, organization, and attention to detail.
• Ability to learn technical terminology, service workflows, PSA platforms, dashboards, automation, and AI tools quickly.
• Experience with HaloPSA, ConnectWise, Autotask, ServiceNow, or another ticketing or PSA platform is a plus.

Responsibilities

• Manage and continually optimize schedules for technicians supporting service tickets, implementations, projects, appointments, and client commitments.
• Prioritize active agreement clients and their documented service levels, response commitments, and contractual obligations over nonagreement work, except for approved safety, security, legal, or material business-impact exceptions.
• Verify the applicable agreement, scope, service level, and available capacity before confirming commitments.
• Escalate promises or requests that conflict with policy, existing obligations, or realistic scheduling capacity.
• Support Twinstate’s goal of 10-out-of-10 client satisfaction through reliable follow-through, proactive communication, accurate expectations, and timely updates when schedules change.
• Create a well-planned, organized, and manageable workload balance and pace that maintains support and implementation momentum while allowing flexibility for urgent or unexpected needs.
• Match work to technicians based on skills, experience, client familiarity, location, availability, travel requirements, and sustainable individual capacity.
• Provide reasonable advance notice for travel and onsite work, and raise concerns when schedule density, repeated interruptions, excessive travel, or workload may be unhealthy or unsustainable for an individual.
• Maximize billable potential by prioritizing approved billable client work and protecting technical capacity from avoidable, deferrable, or poorly planned nonbillable activity.
• Work closely with Operations, Project Coordinators, the CISO, the CRO, Sales, and technical leaders to coordinate support, project intervals, implementations, discovery, scoping, design assistance, and new-service opportunities.
• Keep new projects and services moving without displacing higher-priority contractual obligations, active service responsibilities, or already committed client work.
• Monitor backlog, utilization, schedule density, project milestones, travel, open-ticket demand, and emerging conflicts; rebalance work and elevate constraints promptly.
• Communicate evidence-based changes in demand, utilization, workload, skill gaps, or capacity as early as possible so leadership can plan hiring, training, cross-training, and other human-resource actions.
• Maintain accurate scheduling, ticket, ownership, and commitment records in the PSA and use dashboards, automation, and AI to improve coordination and visibility.
• Demonstrate exceptional reliability, organization, judgment, professionalism, and consistent coverage during assigned working hours.
• Audit and process tickets effectively
• Assist with other duties as assigned

Skills

Scheduling

Dispatching

Client service

Operations

Capacity planning

Communication skills

Education

High school diploma or equivalent

Associate degree or relevant postsecondary education preferred

Tools

HaloPSA

ConnectWise

Autotask

ServiceNow

Job description

Twinstate Technologies, a trusted cybersecurity, IT, and client-satisfaction partner, seeks a Client Services Coordinator/Scheduler in New York. You will coordinate client service, project and technical schedules, ensuring adherence to service levels and capacity.

Focus on reliable follow-through, proactive updates, and balanced workloads fuels 10/10 client satisfaction. You'll work with operations, project coordinators, and leadership to optimize capacity and staffing, while maintaining