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 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, client satisfaction, or deployment readiness

​​​​​​​Your Background:

• Proven customer support experience
• Strong phone communication skills and active listening
• Familiarity with PC-based, Microsoft-centric environments
• Experience or interest in technical operations such as system prep, imaging, endpoint deployment, and equipment coordination
• Ability to work hands-on with hardware in support of technician workflows, including receiving, identifying, labeling, and preparing equipment for deployment
• Comfort 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 clients
• Strong problem-solving skills with the ability to break down complex tasks
• Committed professionalism: punctual, accountable, and dedicated to team success
• Highly organized and able to self-manage in a dynamic environment
• Ability to maintain clear ownership of equipment status, ticket matching, and deployment readiness
• Daily onsite presence in the Manchester office, at minimum during the afternoon, to support equipment receiving and technician workflows
• Ability to thrive in a fast-paced work environment
• High level of ownership with minimal supervision
• Ability to multi-task with strong attention to detail
• Excellent technical aptitude and a desire to grow in IT
• Strong time management and task prioritization abilities
• Mindset focused on streamlining processes and reducing client effort
• Comfort contributing to documentation and collaborating across teams to resolve gaps

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer
• Must be able to lift 15 pounds at times
• Ability 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 Sharing
• Training 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.