Technical Services Coordinator

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 areasEnsure timely triage and technician assignments, while delivering an effortless client experience through clear, consistent communication Schedule client PC deployments and on-site break/fix repairsMonitor the dispatch board and route service requests within 30 minutesCommunicate clearly and professionally with clients about scheduling, rescheduling, and technician appointmentsWork with hardware vendors, such as Dell, on client system repairs and scheduling alignmentEnsure efficient use of technician time by considering travel logistics and cross-team availabilityCoordinate daily equipment receiving, labeling, ticket matching, and deployment readiness for Desktop Technician workEnsure computers and related equipment are clearly connected to the correct client, ticket, end user, and deployment work before technician pickupMaintain visibility into equipment status, including items awaiting prep, deployment, return, disposal, or further directionEscalate unclear, unlabeled, or mismatched equipment the same day so devices do not remain in limboCollaborate with other practice areas to maintain proactive, client-centered schedulingAssist in the management of PC deployment projects that vary in complexityProvide overflow support to Desktop Technicians, such as new user onboarding calls, base system prep, occasional technician coverage, and deployment coordinationTake ownership of role documentation, including updating SOPs, addressing gaps, and collaborating with other teams to ensure clarityIdentify 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 environmentProperly balance and prioritize workflow, schedule, and assigned tasksPrioritize 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 completedSchedule items out to prioritize the day, including necessary downtime and breaks, with the flexibility to move tasks around as windows of time openPlan daily work to support required onsite responsibilities, including afternoon equipment review, labeling, ticket matching, and deployment coordinationReview timesheets to ensure Agreements are attached to all billable time entries and appropriate billable/non-billable time is reflectedFollow and adhere to key response services metrics, managing time to ensure prompt responsesUse time tracking insights to identify areas for improvement and efficiencyAdapt schedule based on technician availability, dispatch trends, equipment arrivals, and workload forecastsBalance dispatch responsibilities with overflow technical tasks without compromising response time, client satisfaction, or deployment readiness Your Background: Proven customer support experienceStrong phone communication skills and active listeningFamiliarity with PC-based, Microsoft-centric environmentsExperience or interest in technical operations such as system prep, imaging, endpoint deployment, and equipment coordinationAbility to work hands-on with hardware in support of technician workflows, including receiving, identifying, labeling, and preparing equipment for deploymentComfort learning new tools to improve scheduling, dispatch, equipment tracking, and internal coordination Skills for Success: Strong interpersonal skills; enjoy working in a team and with clientsStrong problem-solving skills with the ability to break down complex tasksCommitted professionalism: punctual, accountable, and dedicated to team successHighly organized and able to self-manage in a dynamic environmentAbility to maintain clear ownership of equipment status, ticket matching, and deployment readinessDaily onsite presence in the Manchester office, at minimum during the afternoon, to support equipment receiving and technician workflowsAbility to thrive in a fast-paced work environmentHigh level of ownership with minimal supervisionAbility to multi-task with strong attention to detailExcellent technical aptitude and a desire to grow in ITStrong time management and task prioritization abilitiesMindset focused on streamlining processes and reducing client effortComfort contributing to documentation and collaborating across teams to resolve gaps Physical Requirements Prolonged periods of sitting at a desk and working on a computerMust be able to lift 15 pounds at timesAbility to handle, move, label, and organize computer equipment and related hardware as part of deployment coordination Travel between offices and to client sites may be required This description cannot encompass all tasks and could change at any time. Other duties as assigned may be required to achieve Mainstay’s vision, mission, and core values. About Mainstay Mainstay Technologies- IT you trust from a team you enjoy. Mainstay Technologies provides a full IT and Information Security department to small and medium size businesses in the northern New England area. As a company in the Best Companies to Work For Hall of Fame, we believe in using the power of technology and of business to help people flourish. This translates to a culture of caring, high-ownership teammates who work hard, enjoy each other immensely, and turn off the work at the end of the workday, to focus on what matters more than work. It is our commitment to people that makes us who we are. We love what we do, and we love who we do it with. We are driven by our mission: to give more than we get. People are always the ends, never the means. In addition to being a Best Company to Work For, we have also been recognized for Coolest Companies for Young Professionals, “Best of Business” for Managed IT Services, and the Torch Award for Marketplace Ethics. We have made the Inc. 500 | 5000 List for fastest-growing small businesses 5 times. Benefits This is a full-time, salaried position with a full benefits package, including: A flexible and fun work environment with events, lunch-and-learns, ping pong, snacks, games, and books 3 weeks of PTO (4 weeks after 2 years) per year A 2-week sabbatical at 5 years and a 5-week sabbatical at 10 years Health, Dental, and Vision Insurance Disability Insurance Group and Supplemental Life Insurance Paid Family Leave 401(k) with 3% match Team Profit SharingTraining program (including paid certifications, tuition reimbursement, and bonuses on achieving certs) Paid Volunteer Time Off Location We believe in Work-from-Anywhere and in the value of in-person relationships. We offer strong flexibility to work remotely, while also recognizing the importance of face-to-face connection through team meetings, all-staff gatherings, and in-person client meetings. We maintain a beautiful office in Manchester, NH, as well as a satellite office in Laconia, and we encourage each team member to choose the mix of home and in-office work that best supports their well-being and effectiveness. While coming into the office weekly is encouraged, it is not required. Because this role includes regular in-person client meetings, applicants must live within driving distance of our clients, offices, and team events to support client relationships, onboarding, and ongoing collaboration. Application We utilize an Applicant Tracking System for our applications. Please whitelist the following domains to ensure you receive our communications: jazz.co, jazzhr.com, and applytojob.com This description cannot encompass all tasks and could change at any time. Other duties as assigned may be required to achieve Mainstay’s vision, mission, and core values. Powered by JazzHR 4RNlwAWXRW