IT Service Coordinator

Employer: MSP company located in Los Angeles, California

Working Schedule: Monday to Friday, 8:00 AM to 5:00 PM Pacific Time

Work Setup: Remote

Salary: $1,200 - $1,500

Employer Overview

A U.S.-based Managed Service Provider (MSP) headquartered in Los Angeles, California. They deliver exceptional IT solutions to small and mid-sized businesses.

Role Overview

The IT Service Coordinator acts as the operational link between our clients, engineers, and leadership team for all active client work. This includes formal IT projects, client initiatives, and ongoing service requests. The role ensures tickets are properly triaged, assigned, and scheduled, that timelines are met, and that both clients and internal teams receive timely updates. This position requires exceptional organizational skills, proactive communication, and the ability to keep multiple workstreams running smoothly.

Key Responsibilities

Work Coordination

Review project tickets for completeness, urgency, and proper categorization.

Assign tickets to the right resource based on skill, availability, and priority.

Manage engineer schedules for both projects and daily service tickets, balancing

workloads.

Monitor SLA targets and escalate when risks to response or resolution times

arise.

Client and Internal Communication

Act as the first point of contact for ticket updates, project milestones, and

scheduling changes.

Keep clients informed on progress, expected timelines, and next steps.

Coordinate with engineers, account/project managers, and leadership to remove

blockers.

Ticket and Documentation Quality

Ensure all tickets are fully documented, with required fields completed before

dispatch or closure.

Track approvals, deliverables, and client confirmations.

Close tickets only after confirming resolution meets quality standards.

Reporting and Process Improvement

Provide daily and weekly status reports on ticket queues, project progress, and

resource utilization.

Identify recurring issues or process gaps and bring forward recommendations.

Assist in refining workflows for greater efficiency.

Requirements

Must-Have

Minimum 2 years of experience in an MSP, IT services, or technology-related

coordination role.

Excellent written and verbal English communication skills.

Strong understanding of ticket triage and dispatch, SLA management, and

scheduling best practices.

Understanding of common MSP service requests and projects.

Proficiency in ConnectWise Manage or similar PSA platform.

Proficient with Microsoft Teams, Excel, and other collaboration tools.

Nice-to-Have

Experience with IT Glue or similar documentation tools.

Prior work in a remote, internationally distributed team.