IT Service Coordinator

Buchanan Technologies; Grapevine (TX); Hybrid; USD 42,000 - 65,000; Full time

Job summary

Buchanan Technologies is seeking an IT Service Coordinator to optimize technician scheduling and dispatch across the United States and Canada. The hybrid role combines dispatch operations, resource allocation, and project milestone tracking to meet service commitments.

The ideal candidate will manage technician workload, communicate with clients and internal teams, and maintain accurate documentation while supporting project readiness and SLA adherence.

Qualifications

• At least three years of IT field services dispatching, scheduling, or coordination.
• Experience supporting IT projects through project coordination or related activities.
• Strong understanding of field service workflows and basic IT infrastructure.

Responsibilities

• Assign, schedule, and dispatch IT field technicians based on requirements and location.
• Serve as the central contact between field technicians, clients, and internal teams.
• Monitor service queues, prioritize urgent issues, and ensure timely responses to tickets.
• Provide real-time updates on assignments and progress.
• Escalate issues per procedures to resolve service barriers and protect SLAs.

Skills

Dispatching

Scheduling

Coordination

Project coordination

Client communication

Tools

WorkMarket

Field Nation

ServiceNow

Job description

Location: Grapevine, TX. Occasional in-office attendance may be required

Position Summary

The IT Service Coordinator coordinates daily technician assignments and supports the successful delivery of IT service projects across the United States and Canada. This hybrid role requires a proactive, organized professional who can balance dispatch operations, resource allocation, project milestones, service commitments, and changing field conditions.

Key Responsibilities

• Optimize technician schedules and routes by balancing required skills and certifications, technician availability, geographic proximity, customer access windows, travel time, and job priority. Reassign work proactively when delays, absences, emergencies, or other service barriers disrupt the schedule.

Technician Dispatch & Coordination

• Assign, schedule, and dispatch IT field technicians based on the technical requirements of each engagement, technician qualifications, availability, and geographic location.
• Serve as the central point of contact between field technicians, clients, and internal project teams.
• Monitor service queues, prioritize urgent issues, and ensure timely response to tickets and service requests.
• Provide real-time updates on technician assignments, job progress, and service status.
• Follow established functional and management escalation procedures when ticket priority, customer impact, technician safety, SLA risk, or unresolved service barriers require additional support. Engage the appropriate technical, project, or leadership resources, communicate the escalation clearly, and maintain ownership until the issue is resolved.

Project Management Support

• Support IT field projects, including hardware rollouts, network upgrades, POS installations, and related service engagements.
• Track project milestones, technician deliverables, dependencies, open items, and emerging risks across multiple active projects, and communicate issues that could affect timing or service delivery.
• Maintain accurate documentation, including work orders, scopes of work, site instructions, closeout reports, and project updates.
• Coordinate field resources to meet project timelines and service level agreements (SLAs).

Client & Team Communication

• Maintain clear, professional communication with clients regarding technician schedules, job updates, arrival times, and escalations.
• Collaborate with Procurement, Asset Management, Help Desk, and other internal teams to ensure project readiness.
• Follow up after service completion to confirm that the agreed work was delivered, gather performance feedback, document unresolved issues, and assign or communicate any remaining action items.
• Negotiate and manage technician labor rates and travel costs within company guidelines, balancing service requirements, technician availability, and cost expectations.
• Review and validate technician invoices, billing hours, and travel charges for accuracy.
• Support profitability by monitoring work order margins and ensuring accurate documentation for invoicing and reconciliation.
• Provide after-hours, weekend, holiday, or on-call dispatch coverage when required by client contracts or operational needs. Coverage schedules and expectations will be communicated in advance.

Success in this role means maintaining reliable technician coverage, communicating service changes promptly, protecting project timelines and SLA commitments, keeping field documentation accurate, and resolving scheduling or service barriers before they affect the client.

Qualifications

• At least three years of experience in IT field services dispatching, scheduling, or coordination, including at least two years supporting IT projects through project coordination or related project management activities.
• Strong understanding of field service workflows and basic IT infrastructure, including networking, cabling, and hardware deployment.
• Experience with dispatching, ticketing, or field services platforms such as WorkMarket, Field Nation, ServiceNow, or similar tools.
• Excellent organizational, multitasking, and prioritization skills in a fast-paced environment.
• Effective verbal and written communication skills with clients, technicians, and internal stakeholders.

Preferred Attributes

• Proven ability to manage multiple service engagements simultaneously.
• Detail-oriented with a focus on quality, timelines, documentation, and customer satisfaction.
• Comfortable working with remote teams and supporting dynamic project environments.
• Able to balance urgency, cost control, service quality, and technician availability.

Since Buchanan’s inception over 30 years ago, we have operated on five core values: People Matter, Customers Matter, Principles Matter, Community Matters, and Every Interaction Matters. These values are reflected across the company, from employee relations to client service delivery, corporate social responsibility initiatives, and beyond.

Why Work at Buchanan?

Buchanan Technologies offers a professional, collaborative work environment, competitive compensation, and career-development programs designed to strengthen employees’ skills and support advancement. Team members are encouraged to contribute ideas, take ownership of their work, and build careers in which strong performance is recognized.

Things We Are Passionate About

We are passionate about providing top-tier technology services to our customers and clients while fostering a culture of continuous learning for our employees. We are a people-centric company focused on growth and diversity across our workforce. Come join us and let’s build something amazing together.

Follow Us

• LinkedIn: https://www.linkedin.com/company/buchanan-technologies/