Managed Services Operations Coordinator

Job Summary

A company is looking for a Managed Services Operations Coordinator.

Key Responsibilities

• Oversee the daily flow of managed services tickets and ensure efficient scheduling of technical resources
• Monitor and manage the ticket queue, prioritizing and assigning tickets based on urgency and engineer skillset
• Track ticket metrics, SLA compliance, and Engineer performance while recommending improvements

Required Qualifications

• Associate degree in a related field (IT, Computer Science, Business Administration, etc)
• 2+ years of experience in an MSP or IT service desk environment
• Strong understanding of IT service management (ITSM) and ticketing systems
• Experience with SLA/KPI tracking and reporting
• ITIL Foundation Certification or equivalent knowledge of IT service management principles