Service Coordinator

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

The Service Coordinator plays a critical role in driving operational excellence within our Technical Assistance Center (TAC). This role ensures tickets are triaged accurately, resources are deployed efficiently, and service level commitments are met consistently. By optimizing workflow, enforcing SLA adherence, and maintaining real-time visibility across service boards, the Service Coordinator directly impacts client satisfaction, technician productivity, and overall service profitability.
This is a highly visible, fast-paced role requiring strong judgment, organization, and communication skills. The position requires on-site presence at a Meriplex client in Charlotte, NC.

Key Responsibilities:

• Conduct daily review of all incoming and unassigned tickets to ensure accurate triage and timely assignment
• Qualify client issues and open support tickets with complete, accurate documentation
• Ensure all tickets contain proper Company, Site, Priority, and Agreement coding
• Schedule and dispatch technical resources using ConnectWise
• Monitor service boards for new, aging, and at-risk tickets; proactively intervene as needed
• Maintain real-time dashboard visibility to ensure operational transparency
• Coordinate daily with technical teams to align ticket assignments with capacity and skill sets
• Enforce SLA compliance and proactively remediate tickets nearing violation
• Provide consistent client communication aligned with SLA policy
• Perform service ticket follow-up and quality assurance reviews
• Conduct periodic customer satisfaction outreach on closed tickets
• Manage multiple priorities in a high-volume MSP environment
• Strong written and verbal communication skills
• Ability to interact confidently with both technical and non-technical stakeholders
• High attention to detail with precise documentation standards
• Strong organizational skills with the ability to manage competing priorities
• Proactive, solutions-oriented mindset
• Ability to work independently while contributing to a collaborative team environment

Education & Experience:

• 1+ year experience in a Managed Service Provider (MSP) environment preferred
• Service Desk experience preferred
• ConnectWise experience strongly preferred
• Experience with advanced ticketing systems
• Technical support background preferred

Equal Opportunity Employer
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