About the Role
The Operations & Service Support Coordinator will manage daily service delivery activities, coordinate support tasks across teams, monitor service level agreements, and act as a central point of contact for operational issues within the MSP framework.
Responsibilities
- Coordinate daily operations across service delivery teams
- Track and report on service level agreement compliance
- Serve as primary contact for operational escalations
- Maintain accurate records of support activities and resolutions
- Facilitate communication between technical teams and clients
- Monitor incident and ticket management systems for timely resolution
- Generate performance reports for internal and client stakeholders
- Support onboarding of new clients to service platforms
- Ensure documentation is up to date for all operational processes
- Identify inefficiencies in service workflows and recommend improvements
- Assist in scheduling and resource planning for support teams
- Oversee change management procedures and approvals
- Maintain service catalogs and support knowledge bases
- Coordinate responses during service disruptions or outages
- Verify data accuracy in operational dashboards and tools
- Support audit readiness by maintaining compliance records
- Participate in operational review meetings with clients
- Manage vendor coordination when third-party services are involved
- Track key performance indicators for service delivery
- Ensure adherence to security and data protection policies
- Assist in training new team members on support protocols
- Respond to client inquiries related to service operations
- Update stakeholders on operational status and improvements
- Maintain consistency in service delivery across time zones
- Contribute to continuous service improvement initiatives
Compensation
Competitive salary and benefits package offered
Work Arrangement
Fully remote position with flexible scheduling
Team
Part of a global managed service provider team supporting enterprise clients
Why Join Us
- Opportunity to work in a fast-growing global IT services organization
- Supportive team environment focused on professional development
Technology Stack
- Uses modern ITSM platforms, cloud infrastructure, and automation tools
- Relies on real-time monitoring and performance tracking systems
Does not offer visa sponsorship for this role
