IT Service Coordinator

Position Overview 

Align Managed Services offers comprehensive outsourced IT management to organizations in many different industries and business sectors around the world. Our managed services are built around a structured ITSM solution including ITIL-based network infrastructure operations, collocation and private cloud services, end-user technology support, and IT staff augmentation. 

Align seeks an IT Service Coordinator to work within Managed Services. We are seeking a candidate experienced with installing, moving, adding, and changing (IMAC) coordination, or has worked as an IT Coordinator, Administrative Assistant, or customer service professional. This candidate should have strong organization, scheduling, communication, and customer service skills. This role will assist with scheduling support work for clients, dispatching desktop support engineers to client sites for field support issues, working with clients, supporting customer services initiatives, and helping to maintain effective relationships with our clients.  

• The IT Service Coordinator will be based out of Australia, preferably near the east coast (based on time difference, to cover USA overnight shift) 

• This position is fully remote and covers the morning shift from 6am-3pm AEST Tuesday through Saturday  

• This is a full-time position offering a competitive salary 

Responsibilities 

• Manage ticket flow in our IT Service Management Platform (ConnectWise) 

• Act as the primary point of contact for customer service and issue resolution to assign tasks and tickets to IT Service Desk / Helpdesk (ITSD), NOC and IT Systems Administrators 

• Schedule support coverage for shifts within our NOC and ITSD, work to be performed at client sites, white glove / VIP support, and project work 

• Own tickets to ensure processes are followed, communication is though, documentation is accurate, and tickets are closed out 

• Assist with generating reports related to client SLAs and assist with quarterly client Account Business Reviews (ABR) 

• Drive customer service and client relationship initiatives 

• Any additional or alternative duties that are reasonably consistent with position as required 

Preferred Qualifications  

• 1 to 3 years of experience within an Administrative Assistant, Customer Service, IT Support, or IT Project Coordinator role 

• Basic technical or operations knowledge (help desk, desktop support, server support, NOC, data center operations) would be a plus, but is not required 

• Any proficiency using ConnectWise or similar ITSM-oriented ticketing systems would be a plus 

Qualifications 

• Proficient in Microsoft Office / O365 

• Strong scheduling, coordination, and follow up skills 

• Must have excellent verbal communication and documentation skills 

• Detail-oriented, ensuring accurate tracking of deliverables 

Tier 1

PM 20