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 You’ll 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 (2–5 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: Bachelor’s 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 PennComp, a New Charter Technologies Company, we solve the IT problems of today with an eye on the technology needs of tomorrow. For more than thirty years, PennComp, a New Charter Technologies Company, has provided IT services to small and medium-sized businesses in the Houston area. We are committed to developing long-term, professional relationships with our clients, while providing exceptional customer service. Our diverse, dedicated staff partners with clients to create solutions, empowering them to achieve business objectives.
 

Why Join Us:

At PennComp, a New Charter Technologies Company, we offer a supportive and vibrant work environment where our team members thrive. We value our employees and provide:

• Excellent benefits - health insurance, dental, vision, vacation, and 401k

• Opportunities for professional growth and development

• Competitive compensation, commensurate with experience

• Monthly breakfasts, kitchen fully stocked with snacks, and dozens of beverages

• 20% work from home/option for hybrid schedule post six-month review

PennComp, a New Charter Technologies Company, is committed to creating an inclusive environment and is proud to be an equal opportunity employer. PennComp recruits, employs, trains, compensates, and promotes regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.