Managed Services Operations Coordinator Position Available In New York, New York

Job Order Number:

DG0194951

Job Title:

Managed Services Operations Coordinator

Company:

Logicalis Location:

New York, NY

Salary:

Education:

Information Not Provided

Experience:

Information Not Provided

Hours:

40

Duration:

Full Time, Short Term

Shift:

First (Day)

Description:

 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 ResponsibilitiesMonitors and manages the managed services ticket queue in real-time.

Prioritizes, categorizes, and assigns tickets based on urgency, impact, and engineer skillset.

Ensures timely escalation of high-priority or SLA-sensitive tickets.

Follows up on unassigned, aging, or breached tickets.

Supports resource scheduling for planned maintenance, change windows, and critical support efforts.

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.

Adjusts schedules dynamically based on ticket volume, emergencies, or engineer availability.

Acts as a liaison between Tier 1, Tier 2, and Tier 3 support teams to ensure smooth handoffs and communication.

Provides updates to Service Delivery Managers on ticket status and resolution timelines as needed.

Tracks and reports on ticket metrics, SLA compliance, and Engineer performance.

Identifies trends and recommends improvements to reduce ticket backlog and improves response times.

Maintains ticket queue hygiene by performing audits and closing outdated or duplicate tickets.

Demonstrates and actively promotes an understanding and commitment to the mission of Logicalis through performing behaviors consistent with the organization’s values.

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.

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:

Associate degree in a related field (IT, Computer Science, Business Administration, etc) Experience / Technical Requirements2+ years of experience in an MSP or IT service desk environment.

Strong understanding of IT service management (ITSM) and ticketing systems (e.g., ServiceNow, ConnectWise, Autotask, or similar).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 abilities.

Certifications NoneOther Skills and Abilities ITIL Foundation Certification or equivalent knowledge of IT service management principles.

Exposure to NOC, SOC, or MSP environments.

Experience with scheduling, resource coordination, and workforce scheduling tools.

Knowledge of common MSP tools (RMM, PSA, documentation platforms).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