Service Coordinator

New Charter Technologies

Remote Service Coordinator coordinating IT support tickets, technician schedules, SLAs, and client communications for ADNET. Maintaining ConnectWise records and improving TAC service operations.

Posted 8/17/2026full-timeRemote • Connecticut, Florida, Massachusetts, North Carolina, South Carolina • 🇺🇸 United StatesMid-LevelSenior💰 $55,000 - $60,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in coordinating technical support resources, managing ticketing systems, and ensuring service-level objectives are met. Proficient in communication, prioritization, and workflow improvement within a client-facing technology environment.

Highest-signal resume keywords

Technical Support CoordinationConnectWise ExperienceSLA ManagementTicket TriageWorkflow Improvement

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Ticketing SystemsTechnical SupportService-Level AgreementsDocumentationProcess ImprovementClient AdvocacyEscalation ManagementSchedulingIT Service ManagementHelp Desk Operations

Soft Skills

Exceptional CommunicationAttention to DetailLogical Decision-MakingOrganizational SkillsCollaboration

Tools & Technologies

ConnectWisePSA PlatformsEmail ManagementClient Support Portals

Certifications & Qualifications

Associate's Degree in Information Systems

Industry Keywords

Managed Services ProviderClient-Facing TechnologyHigh-Volume Support EnvironmentTechnical Team Coordination

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

Coordinate the efficient use of TAC technical resources to support client needs and service-level objectives
Prioritize, assign, and reassign incoming support tickets based on urgency, business impact, client needs, and SLA targets
Schedule technical team members for support tickets, projects, and other service activities
Monitor ticket queues, outstanding issues, escalations, and service levels
Provide clients with updates regarding ticket status, scheduling, next steps, and expected resolution
Answer incoming support calls and create and document support tickets
Serve as a client advocate by identifying service concerns, coordinating escalations, and following up on issues
Maintain the managed client support portal and related service information
Identify client opportunities and communicate them to sales and management teams
Maintain accurate activity, ticket, scheduling, and service information in ConnectWise
Monitor and respond to email and voicemail within service expectations
Document client issues, processes, procedures, workflows, and standard operating procedures
Help improve team goals, policies, workflows, and service processes
Participate in technical staff meetings and document meeting notes
Collaborate with TAC and ADNET team members
Follow company policies, standard operating procedures, and core values
Perform other related responsibilities as assigned

Requirements

What you’ll need

Minimum of three years of relevant professional experience or a combination of relevant education and work experience
Ability to organize, prioritize, and manage multiple tasks, schedules, and competing priorities in a fast-paced service environment
Exceptional written and verbal communication skills
Strong attention to detail, follow-through, logical decision-making, and prioritization of technical support work
Ability to work methodically with minimal supervision, independently and collaboratively
Ability to effectively speak, read, and write English
Correctable vision and full hearing capability, including ability to distinguish tones
Ability to perform normal office work, lift approximately 10–30 pounds, and sit and/or stand for up to 10 hours per day
Ability to make prudent decisions regarding matters significant to ADNET or its clients
Associate's degree in Information Systems or a related field preferred
Experience coordinating a technical support team, IT service desk, help desk, managed services team, or similar client-facing technology environment preferred
Experience with ConnectWise or a comparable PSA, ticketing, or IT service management platform preferred
Familiarity with SLAs, ticket triage, escalation management, technician scheduling, and support queue management preferred
Experience developing or improving workflows, processes, documentation, and standard operating procedures preferred
Experience working in an MSP or other high-volume client support environment preferred

Benefits

Comp & perks

100% remote position
Growth and learning initiatives
Employee benefits
Company innovation
Relevant education, training, and professional development objectives
Career paths for many different role types
Inclusive environment
Equal opportunity employment