MSP Service Coordinator | SLA & Dispatch Champion

Meriplex; Charlotte (NC); On-site; USD 42,000 - 65,000; Full time

Job summary

Meriplex is seeking a Service Coordinator to drive operational excellence in a fast-paced MSP. This on-site role in Charlotte will triage tickets, allocate resources, and ensure SLA commitments are met through real-time visibility and proactive interventions.

The ideal candidate has MSP or service desk experience and strong written and verbal communication skills. Knowledge of ConnectWise and ticketing systems is highly valued in a collaborative team environment.

Qualifications

• 1+ year MSP or service desk experience preferred.
• ConnectWise experience preferred.
• Strong ticketing and documentation skills.
• Technical background helpful.

Responsibilities

• Triage incoming tickets and ensure accurate assignment.
• Qualify client issues and open tickets with complete documentation.
• Ensure proper coding (Company, Site, Priority, Agreement).
• Schedule and dispatch technical resources using ConnectWise.
• Monitor boards for aging or at-risk tickets and intervene as needed.
• Maintain real-time dashboard visibility and SLA compliance.
• Communicate with clients in a timely, professional manner.
• Coordinate with technical teams to align tickets with capacity and skills.
• Follow up on tickets and perform quality assurance.

Skills

Ticket triage

ConnectWise

MSP experience

Communication skills

Organizational skills

Independent work

Tools

ConnectWise

Job description

Meriplex is seeking a Service Coordinator to drive operational excellence in a fast-paced MSP. This on-site role in Charlotte will triage tickets, allocate resources, and ensure SLA commitments are met through real-time visibility and proactive interventions.

The ideal candidate has MSP or service desk experience and strong written and verbal communication skills. Knowledge of ConnectWise and ticketing systems is highly valued in a collaborative team environment.