MSP IT Operations Coordinator

Summary:

TeamLogic IT is a leading provider of comprehensive managed IT services, offering tailored solutions to businesses of all sizes. With a team of skilled professionals and a customer-centric approach, TeamLogic IT helps organizations leverage technology to drive their success and achieve their business goals. 

We are seeking a dedicated and experienced Managed IT Services (MSP) IT Operations Coordinator to oversee our operations for the small to medium-sized businesses (SMBs) we support from a team of MSP technicians. The ideal candidate will have a strong background in IT service, exceptional leadership skills, and a customer-centric approach to ensure the delivery of high-quality IT support services.

Join our team as an experienced and motivated IT Operations Coordinator. In this role, you will work with a dynamic team, utilizing cutting-edge technology to deliver exceptional value. Manage and grow existing client relationships, drive revenue growth, and ensure client satisfaction through upselling and cross-selling opportunities. 


Responsibilities: 

1. Relationship Management: Develop and maintain strong relationships with key decision-makers and stakeholders within client organizations through regularly scheduled Technology Business Reviews (TBR). Act as the primary point of contact for all account-related inquiries, concerns, and escalations. 
2. Client Retention: Proactively engage with clients to understand their evolving needs and challenges. Provide exceptional customer service and support, addressing any issues or concerns promptly and effectively. Implement strategies to foster long-term client loyalty and minimize churn. 
3. Account Growth: Identify upselling and cross-selling opportunities within existing accounts by understanding our client's business and strategy. Identify how technology can advance our client's business goals. Establish a technology roadmap for all key strategic accounts. Be an active participant in our client's IT budgeting process. 
4. Account Planning and Forecasting: Develop account plans and strategies to maximize business opportunities and achieve sales targets. Conduct regular account reviews, monitor account performance, and provide accurate sales forecasting and reporting. 
5. Collaboration and Coordination: Communicate the overall status of projects to clients and internal stakeholders regularly. Help ensure we complete these projects on time, within budget, and exceed client satisfaction. 
6. Industry Knowledge and Market Insights: Stay abreast of industry trends, cybersecurity threats, and best practices. Leverage this knowledge to provide valuable insights and recommendations to clients and influence their adoption, further positioning TeamLogic IT as a trusted advisor and industry expert. 
7. Oversees delivery using Agile principles (sprints, backlogs, continuous improvement) to coordinate cross-functional teams, deliver incremental value, and adapt quickly to client and operational priorities.
8. Build and maintain strong relationships with our SMB clients, understanding their IT needs and business objectives.
9. Regularly communicate with clients to provide updates on service desk performance, project status, and other relevant information.
10. Conduct periodic reviews with clients to assess satisfaction and identify areas for improvement.
11. Stay up-to-date with the latest IT trends, technologies, and best practices relevant to SMBs.
12. Provide technical guidance and support to service desk staff as needed.
13. Service desk escalation management and ticket triage. 
14. Ensure the service desk team is equipped with the necessary tools and knowledge to support a wide range of IT environments.
15. Identify opportunities for process improvements and implement changes to enhance service delivery.
16. Analyze service desk performance data to identify trends and recommend corrective actions.
17. Develop and deliver training programs to enhance the skills and knowledge of service desk staff.

10%-20% travel may be required for on-site client visits. 
 

Experience / Skills Required: 

• B.A./B.S. degree in a relevant discipline; or equivalent work experience. 
• Customer service-focused mindset. 
• Proven experience in account management or client relationship management roles. 
• Proven experience in managing projects.
• Strong communication and interpersonal skills, with the ability to build rapport and establish credibility with clients. 
• Excellent problem-solving and negotiation abilities, with a proactive and customer-centric approach. 
• Demonstrated ability to drive revenue growth and achieve sales targets. 
• Exceptional organizational and time management skills, with the ability to manage multiple client accounts simultaneously. 
• Proficiency in CRM software and Microsoft Office suite. 

Experience/Skills Desired: 

• Technical aptitude with experience in the IT industry. 
• Knowledge of IT services and solutions. 
• Experience in IT Managed Services or IT Consulting environment.
• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Minimum of 5 years of experience in IT service management, with at least 3 years in a supervisory or managerial role.
• Strong knowledge of ITIL framework and best practices.
• Excellent leadership, communication, and interpersonal skills.
• Ability to manage multiple priorities and work under pressure.
• Experience with service desk software and tools.
• Project Management certification (PMP, CAPM, or similar) is a plus.
• Certifications such as ITIL, CompTIA A+, or Microsoft Certified Professional (MCP) is a plus.

Preferred Additional Qualifications:

• Experience with Remote Monitoring and Management (RMM) tools: Familiarity with RMM tools like NinjaRMM or similar platforms.
• Experience with Ticketing Systems: Knowledge of ticketing systems such as Autotask PSA, ServiceNow, Zendesk, or similar.
• Documentation Tools: Proficiency in using documentation tools and platforms (e.g., Ninja Documentation, IT Glue, SharePoint).
• Experience with Cloud Services: Understanding of cloud platforms such as AWS, Azure, or Google Cloud.

Work Environment:

• Fast-paced and dynamic environment, with a focus on delivering high-quality IT support to SMB clients.
• Collaborative and supportive team culture.
• Opportunities for professional growth and development.
• Flexible working hours, with occasional on-call responsibilities.

Benefits:

• Competitive salary and performance-based bonuses.
• Paid time off and holidays.
• Professional development and certification reimbursement.
• Opportunities for career advancement.

Company Overview
We offer a dynamic and supportive work environment where your contributions are valued, and your professional growth is encouraged. At TeamLogic IT, you'll have the opportunity to work on diverse and challenging projects, enhance your technical skills, and make a meaningful impact on our clients' businesses. If you have a strong IT background, a problem-solving mindset, and a passion for innovation, you'll thrive in our fast-paced, ever-evolving industry. Our team is driven by a commitment to expanding boundaries, leveraging expertise, and delivering smart solutions. As part of a local office, you'll also benefit from the collaboration and support of a vast network of technicians across North America.

Flexible work from home options available.

Compensation: $18.00 - $22.00 per hour

Our growth isn’t measured in numbers, it’s an investment in aligning with the best talent.

If you have a background and skillset for IT and a determined mindset to overcome any obstacle, you’ll enjoy being part of TeamLogic IT. Our team exhibits a deep-seated need to expand boundaries, flex know-how and resolve challenges with smart solutions. That’s a good thing since technology is always advancing, creating an environment that’s fast-paced and dynamic. When you work for a local office, you’re part of a bigger entity that fosters team collaboration among hundreds of technicians across North America.

We’re Committed to a People First Culture

Our philosophy is to support small- and medium-sized businesses across the country so they perform better, grow faster and achieve more. As a result, we are constantly providing our teams with the highest level of support, training and career advancement opportunities in an industry that is constantly evolving.

This franchise is independently owned and operated by a franchisee. Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. All inquiries about employment at this franchisee should be made directly to the franchise location, and not to TeamLogic IT Corporate.