Job Description
Summary
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.
Essential Duties and Responsibilities
1. Monitors and manages the managed services ticket queue in real-time.
2. Prioritizes, categorizes, and assigns tickets based on urgency, impact, and engineer skillset.
3. Ensures timely escalation of high-priority or SLA-sensitive tickets.
4. Follows up on unassigned, aging, or breached tickets.
5. Supports resource scheduling for planned maintenance, change windows, and critical support efforts.
6. Maintains calendars and change request logs for the Operations team for scheduled upgrades, maintenance windows, and emergency changes to ensure proper communications and coordination across teams.
7. Adjusts schedules dynamically based on ticket volume, emergencies, or engineer availability.
8. Acts as a liaison between Tier 1, Tier 2, and Tier 3 support teams to ensure smooth handoffs and communication.
9. Provides updates to Service Delivery Managers on ticket status and resolution timelines as needed.
10. Tracks and reports on ticket metrics, SLA compliance, and Engineer performance.
11. Identifies trends and recommends improvements to reduce ticket backlog and improves response times.
12. Maintains ticket queue hygiene by performing audits and closing outdated or duplicate tickets.
13. Demonstrates and actively promotes an understanding and commitment to the mission of Logicalis through performing behaviors consistent with the organization's values.
14. Maintains a working knowledge of applicable Federal, State, and Local laws and regulations as well as policies and procedures of Logicalis in order to ensure adherence in a manner that reflects honest, ethical and professional behaviors.
15. Supports and conducts self in a manner consistent with customer service expectations.
Supervisory Responsibilities
This job has no supervisory responsibilities.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education/Experience/Technical Requirements/Certifications
Equivalent combination accepted.
Education:
16. Associate degree in a related field (IT, Computer Science, Business Administration, etc)
Experience / Technical Requirements
17. 2+ years of experience in an MSP or IT service desk environment.
18. Strong understanding of IT service management (ITSM) and ticketing systems (e.g., ServiceNow, ConnectWise, Autotask, or similar).
19. Excellent organizational, time management, and multitasking skills.
20. Ability to interpret technical information and route tickets appropriately.
21. Experience with SLA/KPI tracking and reporting.
22. Strong communication and interpersonal abilities.
Certifications
23. None
Other Skills and Abilities
24. ITIL Foundation Certification or equivalent knowledge of IT service management principles.
25. Exposure to NOC, SOC, or MSP environments.
26. Experience with scheduling, resource coordination, and workforce scheduling tools.
27. Knowledge of common MSP tools (RMM, PSA, documentation platforms).
28. Proficiency in Excel, Power BI, or similar reporting tools.
Physical Demands
The physical demands described here are representative of those that should be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is constantly required to sit, talk, see, hear, and use hands and arms. The employee is frequently required to stand; move about, climb steps or balance and stoop, kneel, crouch, or crawl. The employee may occasionally lift and/or move up to 10 pounds.
The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified.
Logicalis is an Equal Opportunity Employer. It is our policy to employ people who are qualified by reason of education, training, experience, and demonstrated performance. We value diversity and inclusion at our company. We do not discriminate based on race, color, religion, national origin, sexual orientation, gender identity and gender expression, marital status, age, height, weight, disability, veteran status, or any other reason prohibited by applicable federal or state laws.
Salary Compensation Range: $50, to $63,