Service Coordinator

We believe talent deserves a human touch. Your application will be read by an actual person whos excited to discover the real you. PennComp is a leading Managed Service Provider (MSP) based in Houston, Texas, that delivers innovative IT solutions to small and medium-sized businesses. We are seeking a Service Coordinator to join our team. This role is critical in ensuring exceptional client experiences through efficient scheduling, communication, and coordination of service activities. This position offers a clear career path: starting as a Service Coordinator with the expectation to transition into the Client Care Lead role based on performance and leadership. Service Coordinator Location: Onsite - Houston, TX Company: PennComp Managed IT Services Salary: $55,000 to $62,000 + Annual Performance Bonus What Youll Do Coordinate and schedule internal and field engineering resources using the dispatch calendar. Field and triage incoming client calls and service requests; create, assign, and manage tickets promptly. Schedule and dispatch engineers and/or equipment according to customer needs and SLAs. Monitor the dispatch board for accurate workload forecasting (25 days). Communicate proactively with clients regarding incident progress and follow-up actions. Escalate requests that cannot be scheduled within agreed service levels. Ensure accurate documentation and time entry for all service tickets prior to closure. Maintain up-to-date client records and assist with operational reviews. Act as the communication hub between clients, engineers, and management. Track and report on open tickets, SLA adherence, and client satisfaction metrics. What You Bring Experience: Previous IT service delivery or dispatch experience preferred. Education: Bachelors degree in Business, Marketing, IT, or related field preferred. Skills: Strong understanding of IT services (managed services, cloud, cybersecurity). Excellent verbal and written communication skills. Ability to manage multiple priorities under pressure. Proficiency in Microsoft Office Suite; experience with PSA tools (ConnectWise, Autotask, HaloPSA) preferred. Personal Attributes: Self-motivated Detail-oriented Team-oriented. Strong problem-solving skills Technical awareness. What We Offer Competitive base salary plus annual performance bonus. Comprehensive health, dental, and vision insurance. Employer-paid life insurance and AD&D. Retirement savings plan with company match. Professional development opportunities. Collaborative work environment and career growth potential. Who We are: At New Charter, were building a caliber of business the IT industry hasnt yet seen. We are serving small-to-medium sized businesses in 10+ industries across North America, and we deliver best-in-class technology solutions to propel our clients into the digital world. At New Charter Technologies, were investing in our people through growth and learning initiatives, employee benefits, company innovation, and more. We are constantly seeking a diverse candidate backgrounds and perspectives to amplify inclusive hiring practices for each job opening. Our partner companies have career paths for many different role types, whether you want to be deeply technical or whiteboarding with clients, and we are committed to developing fulfilling career paths for all contributors at New Charter Technologies. (Please note: Every application submitted through Workday is reviewed by a real person, not an AI. We value your time and take each submission seriously.) Our teams are dedicated to pioneering breakthrough technologies, disruptive solutions, and transformative strategies. Were the architects of change, fostering an environment where bold ideas take flight, and creativity knows no bounds. At New Charter Technologies, weve embraced the idea that every individual brings something special to the table. Our foundation is based on the belief that each team member plays a crucial role in our collective success. Ready to be part of a dynamic and supportive community where your unique skills and personality shine? Were on a mission to make a difference, and we want you to be part of the story. Lets transform the world together and build a career thats as unique as you are! We are looking for driven and passionate people who are excited to work in an incredibly rewarding environment. So, if you are ready to learn, be inspired, solve problems, and grow professionally, apply today! Learn more here: Why New Charter. New Charter Technologies is committed to creating an inclusive environment and is proud to be an equal opportunity employer. New Charter recruits, employs, trains, compensates, and promotes regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status. At New Charter Technologies, were investing in our people through growth and learning initiatives, employee benefits, company innovation, and more. We are constantly seeking a diverse candidate backgrounds and perspectives to amplify inclusive hiring practices for each job opening. Our partner companies have career paths for many different role types, whether you want to be deeply technical or whiteboarding with clients, and we are committed to developing fulfilling career paths for all contributors at New Charter Technologies. Our teams are dedicated to pioneering breakthrough technologies, disruptive solutions, and transformative strategies. Were the architects of change, fostering an environment where bold ideas take flight, and creativity knows no bounds. At New Charter Technologies, weve embraced the idea that every individual brings something special to the table. Our foundation is based on the belief that each team member plays a crucial role in our collective success. Ready to be part of a dynamic and supportive community where your unique skills and personality shine? Were on a mission to make a difference, and we want you to be part of the story. Lets transform the world together and build a career thats as unique as you are! Join us on our journey as we shape industries, redefine possibilities, and unlock the true potential of collective innovation. Be a part of New Charter Technologies, where collaboration, innovation, and excellence converge to create a future thats nothing short of extraordinary. We are looking for driven and passionate people who are excited to work in an incredibly rewarding environment. So, if you are ready to learn, be inspired, solve problems, and grow professionally, apply today! Learn more here: Why New Charter?