IT Operations Coordinator

Coordinate IT operations, manage projects, support payroll, and maintain client relationships for our MSP. Help drive efficiency and client satisfaction in a dynamic, growing team.

• Milestone Monitoring:
  Maintain a tracker of all active sales orders and vendor engagements. Confirm key deliverables, dependencies, and lead times.
• Vendor Liaison:
  Serve as the primary contact for vendors- following up on order status, resolving shipment or service delays, and ensuring vendor invoices align with purchase orders.
• Receipts:
  Organize vendor and company invoices and receipts for reconciliation.

• Deliverable Tracking:
  Keep up to date on projects and their developments.
• Maintain Communications:
  Ensure key personnel are informed of any changes.

• Proactive Follow-Up:
  Review the ticket queue, identify tickets pending updates, and reach out to assigned technicians to ensure timely progress.
• Escalation Management:
  Flag high-priority or stalled tickets, elevate appropriately, and coordinate with team leads to resolve roadblocks.
• Reporting:
  Generate weekly ticket summary reports highlighting SLA compliance, aging tickets, and resource bottlenecks.

• Time Collection:
  Coordinate with staff to collect and validate timesheets through our time-tracking system, clarifying any discrepancies.
• Submission & Verification:
  Compile hours, prepare payroll submissions, and work with accounting to verify accuracy, ensuring on-time pay runs.
• Record Keeping:
  Maintain confidential payroll records and assist with any audit requests or reporting needs.

• Organization:
  Assist with organizing and maintaining Standard Operating Procedures (SOP), policies, and process documentation.

• Note Taking:
  Attend internal and client meetings, capture comprehensive minutes, and ensure critical decisions are documented.
• Action Item Management:
  Draft clear, prioritized action items, assign responsibilities, and track completion through to closure.
• Follow-Up:
  Send post-meeting summaries within 24 hours and monitor task status, nudging assignees as needed.

• Data Integrity:
  Keep our CRM (e.g., Autotask or Connect Wise) up to date-managing client contacts, opportunity statuses, renewal dates, and engagement notes.
• Client Updates:
  Draft and distribute regular status reports, project summaries, and newsletters, translating technical details into clear, business-focused language.
• Feedback Loop:
  Coordinate client satisfaction surveys, compile results, and present actionable insights to leadership.

• Minimum 2 years in an administrative, operations, or project-coordination role, preferably within an IT services or MSP environment.
• Demonstrated ability to manage multiple concurrent tasks, set priorities, and meet deadlines in a fast-paced setting.
• Comfortable navigating ticketing platforms (Autotask), CRM systems, Microsoft 365.
• Outstanding written and verbal skills; able to craft concise client-facing communications, detailed internal documentation, and adept at translating discussions into tasks.
• Proactive mindset with strong attention to detail; able to anticipate issues and propose solutions before they escalated.
• Team player who thrives in a supportive environment and seeks continuous process improvement.

• Starting at $35/hr, with structured merit-based increases