Senior MSP Service & Project Lead

Search Services; Houston (TX); On-site; USD 52,000 - 75,000; Full time

Job summary

Search Services in Houston seeks an experienced Senior Service & Project Coordinator to own service intake, triage, dispatch, and scheduling while supporting projects from initiation through completion. You will work closely with clients and technical teams to prioritize requests, coordinate resources, manage expectations, and keep service delivery on track.

This full-time role requires strong organization, client focus, and excellent communication skills to manage high-volume service delivery

Qualifications

• High school diploma or equivalent.
• 5+ years of service coordination, dispatch, or service desk coordination experience in an MSP/MSSP environment.
• Strong knowledge of SMB IT environments, MSP workflows, and service delivery processes.
• Proven experience with IT service intake, triage, dispatch, and technician scheduling.
• Experience managing high volumes of client communication with professionalism and follow-through.
• Experience coordinating procurement-linked service delivery and product logistics.
• Strong proficiency with PSA platforms such as ConnectWise or Autotask.
• Strong Microsoft 365 skills, including Outlook, Teams, Excel, and Word.
• Excellent organization, documentation, communication, problem-solving, and client service skills.

Responsibilities

• Manage high-volume client service requests by phone and email
• Create, prioritize, and maintain accurate service tickets
• Assess urgency, business impact, technical requirements, and access needs
• Dispatch technicians based on skills, client environment, workload, and priority
• Coordinate technician schedules, onsite appointments, remote sessions, and travel
• Provide proactive client updates regarding ETAs, next steps, delays, and dependencies
• Escalate SLA risks, outages, client concerns, and unclear scope appropriately
• Review tickets for documentation quality, completeness, and billing readiness
• Track project tasks, timelines, dependencies, equipment, and deliverables
• Coordinate procurement, shipments, receiving, staging, RMAs, and product readiness
• Adjust schedules based on product availability and communicate changes proactively
• Maintain accurate client documentation and follow security-first information-handling practices

Skills

Client communication

Project coordination

Scheduling

Documentation

Problem-solving

MSP workflows

Service delivery processes

Multitasking

Education

High school diploma or equivalent

Associate's or Bachelor's degree in a related field or equivalent experience

Tools

ConnectWise

Autotask

ScreenConnect

ConnectWise Manage

ConnectWise Automate

Microsoft 365

Job description

Search Services in Houston seeks an experienced Senior Service & Project Coordinator to own service intake, triage, dispatch, and scheduling while supporting projects from initiation through completion. You will work closely with clients and technical teams to prioritize requests, coordinate resources, manage expectations, and keep service delivery on track.

This full-time role requires strong organization, client focus, and excellent communication skills to manage high-volume service delivery