Remote IT Service Desk Coordinator

New Charter Team Genesis; Connecticut; Hybrid; USD 55,000 - 60,000; Full time

Job summary

New Charter is seeking a remote Service Coordinator to coordinate TAC resources and ensure efficient handling of client support tickets. You will work with TAC engineers and leadership to prioritize work, route tickets, and manage scheduling to meet SLA targets.

The role requires strong communication, multi-tasking, and experience with ConnectWise in a managed services environment. This is a 100% remote position with East Coast market considerations.

Qualifications

• Minimum of three years of relevant professional experience in a fast-paced service environment.

Responsibilities

• Coordinate TAC resources to meet service objectives.
• Prioritize and route support tickets based on urgency and impact.
• Assign tickets and schedule technicians for tickets and projects.
• Monitor queues, escalations, and service levels to ensure timely support.
• Provide clients with status updates and coordinate with the team on resource adjustments.
• Maintain daily activity and service information in ConnectWise.
• Document processes and help improve workflows and SOPs.

Skills

Coordination

Prioritization

Ticket routing

ConnectWise

Client communication

SLA management

Education

Associate degree

Tools

ConnectWise

Job description

New Charter is seeking a remote Service Coordinator to coordinate TAC resources and ensure efficient handling of client support tickets. You will work with TAC engineers and leadership to prioritize work, route tickets, and manage scheduling to meet SLA targets.

The role requires strong communication, multi-tasking, and experience with ConnectWise in a managed services environment. This is a 100% remote position with East Coast market considerations.