MSSP Service Coordinator

MSSP Service Coordinator

Department: SOC/NOC (Managed Security & Network Operations)

Location: Hybrid (Metairie, LA)

Employment Type: Full-time

LATG is a Women Owned Managed Security Service Provider (MSSP) delivering around-the-clock SOC/NOC operations and managed services to SLED, Commercial, K‑12, and Federal customers. We help organizations achieve measurable resilience, operational uptime, and regulatory compliance through a pragmatic, service-first approach.

The MSSP Service Coordinator is the operational heartbeat between LATG's SOC/NOC, our customers, and internal engineering teams. You will orchestrate service delivery
, coordinate incident/alert workflows
, own ticket lifecycle and SLAs
, and ensure engagements align with compliance frameworks including CMMC, HIPAA, and PCI
. This is an execution-focused role that blends customer advocacy, technical coordination, process rigor, and reporting.

Service Delivery & Coordination

• Own end-to-end ticket lifecycle management across security and network operations.
• Coordinate response across SIEM/EDR/SOAR alerts, vulnerability findings, change requests, and network events to meet or exceed SLA/SLO targets.
• Facilitate daily standups and shift handoffs; maintain shift runbooks and service calendars (patch windows, change freezes, maintenance).
• Manage onboarding/offboarding for new customers and services.

• Serve as the primary operational point of contact for customers.
• Schedule and run operational review meetings (weekly/monthly/quarterly), including KPI/metrics reviews and continuous improvement actions.
• Coordinate with account managers and engineers for scoped project work, changes, and renewals.

Compliance & Governance

• Ensure operational processes and documentation align to CMMC
  , HIPAA
  , and PCI DSS requirements.
• Track exceptions, risks, and remediation plans; maintain traceability between controls, procedures, and service artifacts
  .

Incident & Problem Management

• Drive incident coordination (war rooms/bridges), enforce communications cadence, and manage RCA deliverables with corrective actions.
• Maintain problem management backlog; coordinate eradication tasks and knowledge base updates.

Reporting & Analytics

• Produce and refine service dashboards and customer-facing reports: SLA, MTTA/MTTR, alert volumes, patch/vuln status, change success rates, incident trends, and compliance posture.
• Identify automation and process optimization opportunities; work with engineering to implement.

Tooling & Process

• Operate within LATG's service stack (e.g.,
  ticketing/ITSM
  , SIEM/EDR
  , SOAR
  , NMS
  , VMS
  , CMDB
  ) and ensure data hygiene.
• Contribute to knowledge articles, runbooks, and playbooks
  ; champion ITIL-aligned best practices.

• 3–5+ years in MSSP/MSP operations, SOC/NOC coordination, Service Delivery, or ITSM in a multi-tenant environment.
• Hands‑on experience with Connect Wise PSA
• Strong grasp of ITIL processes (incident, request, change, problem) and SLA governance.

• Experience supporting Commercial
  , SLED, K‑12, and/or Federal environments; understanding of funding cycles, procurement, and reporting nuances.
• Familiarity with AI OPS, Generative AI, Automation and Orchestration tools.
• Certifications (one or more):
  ITIL 4,
  CompTIA Security+ / Network+ / CySA+,
  Microsoft SC‑200/SC‑900
  , Splunk Core User/Power User
  , PMP or PMI-ACP
  .

• Fast‑paced 24x7 SOC/NOC with structured handoffs; high collaboration with analysts, engineers, and account teams.
• Hybrid/remote flexibility with periodic on‑site customer or team meetings as needed.