Managed Services Operations Coordinator

The Managed Services Operations Coordinator is responsible for overseeing the daily flow of managed services tickets and ensuring efficient scheduling of technical resources. This role is critical in maintaining high levels of customer satisfaction, meeting SLA targets, and optimizing Engineer productivity within a Managed Operations environment.

Requirements

• 2+ years of experience in an MSP or IT service desk environment.
• Equivalent combination accepted.
• Associate degree in a related field (IT, Computer Science, Business Administration, etc)
• Strong understanding of IT service management (ITSM) and ticketing systems (e.g., ServiceNow, ConnectWise, Autotask, or similar).
• Excellent organizational, time management, and multitasking skills.
• Ability to interpret technical information and route tickets appropriately.
• Experience with SLA/KPI tracking and reporting.
• Strong communication and interpersonal abilities.

Benefits

• ITIL Foundation Certification or equivalent knowledge of IT service management principles.
• Exposure to NOC, SOC, or MSP environments.
• Experience with scheduling, resource coordination, and workforce scheduling tools.
• Knowledge of common MSP tools (RMM, PSA, documentation platforms).
• Proficiency in Excel, Power BI, or similar reporting tools.