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
Time Management and Scheduling: 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,…