General Role Description

The Technical Services Coordinator works with technical teams to help clients by scheduling technicians, triaging service requests, coordinating deployment logistics, and supporting the Desktop Technician team's daily equipment flow. While scheduling remains a core function, this role also provides overflow support to the Desktop Technician team, including onboarding coordination, base system prep, hardware tracking, and deployment readiness.

This role requires a daily onsite presence in the Manchester office for at least the full afternoon work period to support equipment receiving, labeling, ticket matching, and coordination with technicians, as deliveries may arrive throughout the day.

The Technical Services Coordinator facilitates clear, proactive communication between the team and clients, contributes to documentation and process improvements, and helps ensure we deliver a fantastic, streamlined, and effortless client experience.

What You Will Do:
Dispatch & Coordination:

• Manage, organize, and prioritize service request scheduling across technical practice areas.
• Ensure timely triage and technician assignments, while delivering an effortless client experience through ​​​​​clear, consistent communication.• Schedule client PC deployments and on-site break/fix repairs
• Monitor the dispatch board and route service requests within 30 minutes
• Communicate clearly and professionally with clients about scheduling, rescheduling, and technician appointments
• Work with hardware vendors, such as Dell, on client system repairs and scheduling alignment
• Ensure efficient use of technician time by considering travel logistics and cross-team availability
• Coordinate daily equipment receiving, labeling, ticket matching, and deployment readiness for Desktop Technician work
• Ensure computers and related equipment are clearly connected to the correct client, ticket, end user, and deployment work before technician pickup
• Maintain visibility into equipment status, including items awaiting prep, deployment, return, disposal, or further direction
• Escalate unclear, unlabeled, or mismatched equipment the same day so devices do not remain in limbo
• Collaborate with other practice areas to maintain proactive, client-centered scheduling
• Assist in the management of PC deployment projects that vary in complexity
• Provide overflow support to Desktop Technicians, such as new user onboarding calls, base system prep, occasional technician coverage, and deployment coordination
• Take ownership of role documentation, including updating SOPs, addressing gaps, and collaborating with other teams to ensure clarity
• Identify and propose ways to streamline the role, including use of external tools such as TimeZest to improve the scheduling process

• Maintain accurate time entries and practice effective time management to ensure productivity in a fast-paced work environment.
• Properly balance and prioritize workflow, schedule, and assigned tasks
• Prioritize requests based on when they need to be done, how long they may take, how important they are to the client, and what could happen if a task is not completed
• Schedule items out to prioritize the day, including necessary downtime and breaks, with the flexibility to move tasks around as windows of time open
• Plan daily work to support required onsite responsibilities, including afternoon equipment review, labeling, ticket matching, and deployment coordination
• Review timesheets to ensure Agreements are attached to all billable time entries and appropriate billable/non-billable time is reflected
• Follow and adhere to key response services metrics, managing time to ensure prompt responses
• Use time tracking insights to identify areas for improvement and efficiency
• Adapt schedule based on technician availability, dispatch trends, equipment arrivals, and workload forecasts
• Balance dispatch responsibilities with overflow technical tasks without compromising response time, client satisfaction, or deployment readiness

• Proven customer support experience
• Strong phone communication skills and active listening
• Familiarity with PC-based, Microsoft-centric environments
• Experience or interest in technical operations such as system prep, imaging, endpoint deployment, and equipment coordination
• Ability to work hands-on with hardware in support of technician workflows, including receiving, identifying, labeling, and preparing equipment for deployment
• Comfort learning new tools to improve scheduling, dispatch, equipment tracking, and internal coordination

• Strong interpersonal skills; enjoy working in a team and with clients
• Strong problem-solving skills with the ability to break down complex tasks
• Committed professionalism: punctual, accountable, and dedicated to team success
• Highly organized and able to self-manage in a dynamic environment
• Ability to maintain clear ownership of equipment status, ticket matching, and deployment readiness
• Daily onsite presence in the Manchester office, at minimum during the afternoon, to support equipment receiving and technician workflows
• Ability to thrive in a fast-paced work environment
• High level of ownership with minimal supervision
• Ability to multi-task with strong attention to detail
• Excellent technical aptitude and a desire to grow in IT
• Strong time management and task prioritization abilities
• Mindset focused on streamlining processes and reducing client effort
• Comfort contributing to documentation and collaborating across teams to resolve gaps

• Prolonged periods of sitting at a desk and working on a computer
• Must be able to lift 15 pounds at times
• Ability to handle, move, label, and organize computer equipment and related hardware as part of deployment coordination 
• Travel between offices and to client sites may be required

• A flexible and fun work environment with events, lunch-and-learns, ping pong, snacks, games, and books 
• 3 weeks of PTO (4 weeks after 2 years) per year 
• A 2-week sabbatical at 5 years and a 5-week sabbatical at 10 years 
• Health, Dental, and Vision Insurance  
• Disability Insurance 
• Group and Supplemental Life Insurance  
• Paid Family Leave 
• 401(k) with 3% match 
• Team Profit Sharing
• Training program (including paid certifications, tuition reimbursement, and bonuses on achieving certs) 
• Paid Volunteer Time Off