Location: Austin, TX - Onsite
Job Type: Full-Time
Department: Service Delivery / Managed Services

About Us

Systemverse is a modern Managed Services Provider (MSP) focused on delivering exceptional IT support, cybersecurity, cloud solutions, and strategic technology guidance to small and mid-sized businesses. We believe technology should enable growth, not create obstacles. Our team combines technical expertise with outstanding customer service to help clients operate securely and efficiently.

We are seeking a highly organized, customer-focused Service Coordinator to serve as the operational hub between clients and technical teams. This role is critical to ensuring tickets are properly triaged, technicians are effectively scheduled, SLAs are met, and clients receive a world-class support experience.

Position Summary

The MSP Service Coordinator is responsible for managing service requests, coordinating technical resources, monitoring ticket queues, communicating with clients, and ensuring service delivery processes run smoothly. This role requires excellent communication skills, strong attention to detail, the ability to prioritize competing demands, and a passion for customer service.

The ideal candidate has experience in an MSP or IT support environment and understands ticketing systems, service level agreements (SLAs), dispatching, and client relationship management.

Benefits

• Health, dental, and vision insurance

• Paid time off and holidays

• 401(k) with company match

• Professional development reimbursement

• Certification assistance

Service Coordination & Dispatch

• Manage incoming service requests via phone, email, chat, and support portal.

• Prioritize and assign tickets based on urgency, impact, SLA requirements, and technician skill set.

• Coordinate scheduling for onsite visits, remote support sessions, projects, and escalations.

• Monitor ticket queues throughout the day to ensure timely response and resolution.

• Escalate high-priority issues to appropriate technical and management resources.

• Track technician utilization and workload balancing.

Client Communication

• Act as the primary point of contact for service-related communications.

• Provide clients with timely updates regarding ticket status, progress, and resolution.

• Manage client expectations throughout the support lifecycle.

• Identify potential service concerns and proactively coordinate resolution efforts.

• Maintain professional and positive client relationships.

Service Delivery Management

• Ensure tickets meet internal quality standards and documented processes.

• Monitor compliance with client SLAs and internal KPIs.

• Review open, overdue, and stalled tickets daily.

• Facilitate follow-up communication on unresolved issues.

• Assist with major incident communication and coordination.

• Support onboarding and offboarding coordination activities.

Administrative & Documentation

• Maintain accurate ticket notes, service records, and client information.

• Generate service reports and operational metrics.

• Assist with recurring service reviews and account management activities.

• Coordinate procurement requests, warranty claims, and vendor communications when needed.

• Support continual improvement initiatives for service delivery processes.

Success Metrics

The successful Service Coordinator will consistently achieve:

• High client satisfaction (CSAT) scores

• SLA response and resolution compliance

• Accurate ticket dispatching

• Reduced ticket aging

• Effective technician utilization

• Timely client communication

• Strong documentation quality

Required

• 2+ years of experience in a service coordinator, dispatcher, customer service, or help desk support role.

• Strong organizational and time-management skills.

• Exceptional written and verbal communication abilities.

• Experience working with ticketing systems.

• Ability to multitask in a fast-paced environment.

• Strong customer service orientation.

• Proficiency with Microsoft 365 applications.

Preferred

• Previous experience working for an MSP.

• Familiarity with ConnectWise Manage, HaloPSA, Autotask, or similar PSA platforms.

• Understanding of service level agreements (SLAs).

• Experience coordinating technical teams.

• Knowledge of IT support processes and terminology.

• CompTIA A+, ITIL Foundation, or related certifications.

Technical Knowledge Preferred

Candidates should possess a basic understanding of:

• Microsoft 365

• Entra ID (Azure AD)

• SharePoint Online

• Microsoft Teams

• Endpoint management platforms (Intune)

• Cybersecurity best practices

• Networking fundamentals

• Remote support tools

• Backup and disaster recovery concepts

• Managed security services

Note: This is not a technical support role, but the ability to understand and properly route technical issues is essential.

Core Competencies

Customer Focus

Build trust with clients through responsive, professional communication.

Organization

Manage multiple priorities while maintaining accuracy and attention to detail.

Problem Solving

Identify bottlenecks and coordinate resources to drive issue resolution.

Accountability

Take ownership of service coordination activities and follow through to completion.

Teamwork

Collaborate effectively with technicians, project engineers, account managers, and leadership.

Adaptability

Remain calm and productive when priorities shift rapidly.

Systemverse is a leading provider of IT support services and technology solutions with headquarters in Austin, Texas. We specialize in providing outsourced IT Services: On-premises and remote, 24/7 remote helpdesk, IT consulting, cloud hosting, and cloud services. We become the client’s IT Department.

We are a fast-paced and high-growth Information Technology consulting company. We perform high-level virtualization conversion projects, server migrations, network management/monitoring, business technology analysis, and day-to-day technical support. We do the implementations others can't do and are very aggressive in project success and completion.

We are an equal-opportunity employer and value diversity at our company. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.