Key Responsibilities Manage and coordinate the day-to-day schedules of technicians and engineers through Autotask. Continuously review Autotask service queues throughout the day to ensure tickets are being assigned, scheduled, and addressed by the appropriate resources. Assign and schedule service tickets based on priority, SLA requirements, technician availability, technical skill set, geographic location, client requirements, and overall Service Department workload. Maintain accurate and up-to-date technician calendars, schedules, ticket assignments, and availability within Autotask. Monitor technician workloads and balance assignments across the team to ensure resources are being utilized effectively and workloads are distributed appropriately. Adjust schedules throughout the day when emergencies, escalations, Priority 1 incidents, technician callouts, project requirements, or higher-priority client issues arise. Maintain appropriate Service Desk coverage throughout the business day and proactively identify resource or scheduling gaps before they impact service delivery. Coordinate onsite visits, remote support sessions, scheduled service work, installations, maintenance, client onboarding, and project-related assignments. Monitor new, open, unassigned, and unscheduled tickets and ensure they are addressed or scheduled within appropriate timeframes. Monitor aging tickets and follow up when tickets have remained open too long, have not been scheduled, lack appropriate activity, or require additional attention. Monitor SLA requirements and assist with ensuring tickets are assigned and scheduled within required response and service timeframes. Work closely with Service Department leadership and the Service Desk to determine technician priorities and where resources are most urgently needed. Coordinate with the Projects team when technicians or engineers are required for project-related work while ensuring appropriate Service Desk coverage is maintained. Ensure technicians have the necessary ticket information, client details, scheduling information, equipment requirements, and other relevant information prior to scheduled work, onsite visits, or client appointments. Communicate scheduling changes, conflicts, assignments, and priorities to technicians and other team members as needed. Escalate resource shortages, scheduling conflicts, overdue tickets, coverage concerns, or other service delivery issues to management when necessary. Plan ahead for PTO, training, meetings, projects, client onboarding, scheduled maintenance, and other events that may impact technician availability. Track technician availability and utilization within Autotask to support effective resource planning and workload management. Work with management to review upcoming workload and identify when additional resources, coverage changes, or scheduling adjustments may be required. Help maintain accurate ticket information, scheduling details, resource assignments, and calendar entries within Autotask. Support the coordination of resources requested by the Projects team, Account Management, Client Technology Managers, and other internal departments. Help maintain communication between the Service Desk, Projects, Account Management, technical teams, and Service Department leadership. Identify opportunities to improve scheduling, dispatch, resource utilization, and overall workflow within Autotask. Communicate directly with clients by phone or email when necessary to coordinate appointments, provide scheduling updates, or set expectations regarding service requests. Assist with the preparation and distribution of operational reports as required. Receive and document equipment arriving at the office when necessary. Provide backup support for other Resource Coordinators or team members during PTO, illness, or periods of increased workload. Perform other duties as assigned. Position Requirements Previous experience in scheduling, dispatch, service coordination, resource management, or a similar role preferred. Experience working within an MSP, IT Service Desk, or technical support environment strongly preferred. Experience with Autotask PSA preferred. Strong organizational and scheduling skills with the ability to manage multiple priorities simultaneously. Ability to work effectively in a fast-paced, high-pressure environment where priorities may change throughout the day. Strong customer service and client communication skills. Ability to communicate professionally with clients, technicians, managers, and senior executives. Strong problem-solving, analytical, and decision-making skills. Ability to prioritize work based on urgency, SLA requirements, business impact, technician skill set, availability, and client needs. Strong attention to detail and documentation skills. Ability to work independently while also functioning effectively within a team environment. Highly self-motivated, organized, and capable of taking initiative. Comfortable learning technical terminology, hardware concepts, and IT service processes. Working knowledge of Microsoft Office, including Outlook, Excel, Word, and Teams. Knowledge of PC hardware, networking terminology, and general IT concepts preferred.

Pay:

$55,000.00 - $60,000.00 per year

Benefits:

Dental insurance Disability insurance Health insurance Life insurance Paid time off Retirement plan Vision insurance

Work Location:

In person