Internal Support Coordinator at Atlas Technica

Title: Internal Support Coordinator
Reports to: Internal Support Manager
Location/Type: Peru Full-Tim Contract

Atlas Technica's mission is to shoulder IT management, user support, and cybersecurity for our clients who are hedge funds and other investment firms. Founded in 2016, we have grown 100% year over year since inception through our uncompromising focus on service.

We value collaboration, culture, client satisfaction, efficiency, accountability, and a growth mindset. We are looking for people who can thrive in and contribute to Atlas’ culture while putting the customer first.

Service Desk Coordinator:

The Internal Support Coordinator is responsible for overseeing the day‑to‑day flow of tickets and ensuring efficient service delivery across the Service Desk. This role requires a solid foundation in service desk operations and an understanding of how tickets move through intake, triage, assignment, escalation, and resolution. The coordinator will work closely with a team of Systems Engineers to ensure tickets are properly routed, SLAs are met, and collaboration remains strong within the team.

Experience with ConnectWise Manage in a Managed Service Provider (MSP) environment is a strong plus.

Responsibilities:

• Ticket Triage & Assignment
  • Monitor and manage incoming tickets in the service desk queue.
• Perform initial ticket triage to validate completeness, categorize issues, and assign appropriate priority.
• Assign tickets to Systems Engineers based on skill set, workload, and urgency.
• Identify tickets that should be escalated, reassigned, or fast‑tracked.
• Ensure tickets move efficiently through the service desk lifecycle.
• SLA & Workflow Management
  • Track and maintain SLA compliance for response and resolution targets.
• Proactively identify tickets at risk of SLA breach and take corrective action.
• Ensure accurate ticket documentation, updates, and time entries.
• Support consistent service desk processes and reinforce best practices.
• Collaboration & Communication
  • Act as a coordination point between the Service Desk team and end users.
• Promote real‑time collaboration to unblock tickets and resolve issues more quickly.
• Facilitate ticket handoffs, escalations, and follow‑ups.
• Provide clear status updates to stakeholders and internal teams as needed.
• Service Desk Operations
  • Maintain visibility into ticket queues, workloads, and active escalations.
• Support daily coordination activities in the Service Desk Bullpen.
• Assist with identifying recurring issues and process improvement opportunities.
• Help maintain service desk documentation and operational standards.

Requirements:

• 2+ years of experience working in an IT Service Desk or Help Desk role.
• Strong understanding of service desk fundamentals, including ticket intake, triage, prioritization, assignment, and escalation.
• Experience working with ticketing systems in an operational support environment.
• Proven ability to manage multiple priorities in a fast‑paced support environment.
• Strong communication and organizational skills.
• Ability to work effectively with technical teams, including Systems Engineers.

Desirable Qualities:

• Hands‑on experience with ConnectWise Manage.
• Prior experience in a Managed Service Provider (MSP) environment.
• Experience coordinating work across service desk and engineering teams.
• Familiarity with SLA‑driven support models and concepts.
• Experience supporting collaboration‑focused service desk environments.

Atlas Technica is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.