MSP Service Coordinator

qnectU IT Services Utah; Sandy (UT); On-site; USD 46,000 - 54,000; Full time

Benefits offered by this job

Medical/dental insurance

Holiday pay & PTO

Job summary

qnectU is seeking a Service Coordinator to help keep our IT service team organized, responsive, and moving in the right direction. You will be in the thick of it—talking with clients, coordinating technicians, juggling schedules, and helping ensure important work doesn’t fall through the cracks.

You’ll work from our Sandy, UT office, coordinating through Autotask and Teams, and handling tickets from intake to resolution.

Qualifications

• Experience coordinating MSPs or IT service environments.
• Experience with ticketing/PSA systems is a strong plus.
• Not required to be an IT technician.

Responsibilities

• Answer incoming calls and help clients get their requests into our system.
• Review new tickets and determine how urgent they are.
• Route and assign tickets to the appropriate technicians.
• Schedule remote and onsite service appointments.
• Keep an eye on technician calendars and shifting priorities.
• Follow up when work isn't progressing as expected.
• Communicate appointment times, changes, and updates to clients.
• Monitor open tickets so important work doesn't get forgotten.
• Escalate urgent issues or situations that need management attention.
• Help keep our service board and ticket information accurate and organized.
• Assist with basic service metrics and reporting.

Skills

Highly organized

Clear communication

Client-facing

Follow-through

Attention to detail

Calm under pressure

Tools

Autotask

ConnectWise

HaloPSA

Job description

Are you the person who notices when something is about to fall through the cracks?

Do you like keeping things organized, figuring out what needs attention first, and making sure people actually follow through?

Do you enjoy a workday where there is always something happening and no two days look exactly the same?

If that sounds like you, keep reading.

qnectU is looking for a Service Coordinator to help keep our IT service team organized, responsive, and moving in the right direction.

You won't be sitting behind the scenes doing the same administrative task all day. You'll be right in the middle of the action - talking with clients, coordinating technicians, juggling schedules, watching incoming requests, and helping make sure important work doesn't get lost in the shuffle.

You do not need to be an IT technician. Our engineers are responsible for solving the technical problems. Your job is to make sure the right work gets to the right person, clients know what to expect, schedules stay organized, and nothing quietly gets forgotten.

Engineers own the technical work. You own the flow of the work.

If you're organized, comfortable talking with people, good at keeping track of a lot of moving pieces, and get a strange amount of satisfaction from making sure things actually get done, you may fit right in here.

What You'll Be Doing

On a typical day, you'll:

• Answer incoming calls and help clients get their requests into our system
• Review new tickets and determine how urgent they are
• Route and assign tickets to the appropriate technicians
• Schedule remote and onsite service appointments
• Keep an eye on technician calendars and shifting priorities
• Follow up when work isn't progressing as expected
• Communicate appointment times, changes, and updates to clients
• Monitor open tickets so important work doesn't get forgotten
• Escalate urgent issues or situations that need management attention
• Help keep our service board and ticket information accurate and organized
• Assist with basic service metrics and reporting

Most of our technicians work remotely, so you'll spend plenty of time coordinating through Autotask, Microsoft Teams, and phone calls. You'll work from our Sandy office alongside members of our leadership team, giving you easy access when you have questions or need help working through an unusual situation.

What We're Looking For

We care about whether you have the right attitude, skills, and mindset for the role. We're looking for someone who:

• Is highly organized and good at keeping track of multiple things at once
• Communicates clearly and professionally
• Is friendly and comfortable talking with clients
• Follows through instead of assuming someone else handled it
• Notices when something looks stuck or out of place
• Isn't afraid to ask a coworker for an update
• Can stay calm when priorities suddenly change
• Makes reasonable decisions without needing constant direction
• Knows when to ask questions instead of guessing
• Is dependable and ready to work at the scheduled start of the day
• Is comfortable learning new software, systems, and basic IT terminology

Experience That Helps

We're especially interested in candidates with experience in:

• Managed Service Providers (MSPs)
• IT service coordination or dispatch
• Help desk or service desk operations
• Technical support coordination
• Field-service scheduling or dispatch
• Other fast-moving service environments where you were responsible for keeping work organized and moving
• Experience with Autotask, ConnectWise, HaloPSA, or another ticketing/PSA system is a strong plus.

You do not need to be an IT technician, but prior experience coordinating technical or service work will help you get up to speed quickly.

We'll teach you qnectU's systems and processes. What we're really looking for is someone who already understands the importance of prioritization, follow-through, client communication, and keeping work from falling through the cracks.

What It's Like to Work at qnectU

qnectU is a growing IT company, which means there is always something happening and plenty to learn.

We're not looking for someone who wants to sit quietly and do the exact same task all day. You'll work with different clients, different situations, and a team of people solving real business problems.

You'll have:

• Direct access to company leadership
• Exposure to many different areas of an IT business
• Opportunities to learn how a professional service team operates
• A role where your organization and follow-through have a visible impact every day
• A team environment where asking questions and learning are expected
• Room to grow as you learn more about the business and the technology industry

We take our work seriously, but we don't believe work has to feel stiff or overly corporate.

If you're organized, dependable, enjoy helping people, and like being the person who keeps things on track, we'd love to hear from you.

Compensation & Location

• $22-26 per hour, depending on experience and what you bring to the role.
• Medical/dental insurance
• Holiday pay & PTO
• Hours: 8:00 am – 5:00 pm, Mon-Fri
• This position is in-office at the qnectU headquarters in Sandy, UT.