Managed Services Operations Coordinator, Langley
Client: Logicalis
Location: Langley, United Kingdom
Job Category: Other
EU work permit required: Yes
Job Reference: 78841caf4786
Job Views: 8
Posted: 12.08.2025
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
* Monitor and manage the managed services ticket queue in real-time.
* Prioritize, categorize, and assign tickets based on urgency, impact, and engineer skillset.
* Ensure timely escalation of high-priority or SLA-sensitive tickets.
* Follow up on unassigned, aging, or breached tickets.
* Support resource scheduling for planned maintenance, change windows, and critical support efforts.
* Maintain calendars and change request logs for scheduled upgrades, maintenance windows, and emergency changes to ensure proper communication and coordination across teams.
* Adjust schedules dynamically based on ticket volume, emergencies, or engineer availability.
* Act as a liaison between Tier 1, Tier 2, and Tier 3 support teams to ensure smooth handoffs and communication.
* Provide updates to Service Delivery Managers on ticket status and resolution timelines as needed.
* Track and report on ticket metrics, SLA compliance, and Engineer performance.
* Identify trends and recommend improvements to reduce ticket backlog and response times.
* Maintain ticket queue hygiene by performing audits and closing outdated or duplicate tickets.
* Promote understanding and commitment to Logicalis's mission and values.
* Ensure adherence to applicable laws, regulations, policies, and procedures.
* Support and demonstrate excellent customer service.
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. Reasonable accommodations may be made for individuals with disabilities.
Education/Experience/Technical Requirements/Certifications
* Associate degree in IT, Computer Science, Business Administration, or related field.
* 2+ years of experience in an MSP or IT service desk environment.
* Strong understanding of ITSM and ticketing systems (e.g., ServiceNow, ConnectWise, Autotask).
* 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 skills.
Certifications
None required, but ITIL Foundation or equivalent knowledge is preferred.
Other Skills and Abilities
* Knowledge of MSP tools (RMM, PSA, documentation platforms).
* Proficiency in Excel, Power BI, or similar reporting tools.
* Exposure to NOC, SOC, or MSP environments is a plus.
Physical Demands
Constant sitting, talking, seeing, hearing, and using hands and arms. Frequent standing, movement, and occasional lifting up to 10 pounds. Reasonable accommodations available for disabilities.
Logicalis is an Equal Opportunity Employer. We value diversity and inclusion and do not discriminate based on race, color, religion, national origin, sexual orientation, gender identity, marital status, age, disability, veteran status, or any other protected characteristic.
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