
IT Operations Coordinator
9 hours ago
This role is responsible for the operational backbone of our IT services company. The Service Delivery Manager will coordinate all technical team activities, optimize automation systems, and ensure exceptional client service delivery.
Key ResponsibilitiesTechnical Team Coordination & HR Management: Resource allocation, project P&L ownership, performance management, team development, quality assurance, escalation management, and on-call coordination.
Thread AI, Mission Control & PSA Optimization: Partner with IT technicians to optimize Thread AI chat system and routing logic, drive ticket routing to outsourced Mission Control team, establish documentation standards for Mission Control routing eligibility, work with DevOps team on PSA system optimization, workflow automation, and integration enhancements, develop intelligent routing criteria based on complexity and documentation status with DevOps team, and coordinate with DevOps team to build HaloPSA dashboards for routing accuracy and performance analytics.
Client Interface & Financial Management: Provide regular status updates to Strategic Accounts Director, interface with Procurement Specialist and Finance on project billing, invoicing accuracy, and budget management, coordinate project schedules with equipment procurement and resource availability, handle technical coordination during incidents while account team manages client relationship, provide technical input for quotes to achieve 24-48 hour response time, track project costs, approve scope changes, and escalate major budget variances to CTO, and ensure client environment documentation supports Mission Control routing and service delivery excellence.
Process Development & Team Integration: Create and maintain standard operating procedures for technical processes and escalation paths, coordinate with DevOps team on implementing tracking systems for key performance indicators, identify bottlenecks and implement process optimizations across service delivery operations, coordinate with DevOps team on technical escalations, security issues, and advanced tool support, train backup service coordinator for basic operational continuity, and ensure seamless integration between technical team, DevOps specialists, and Mission Control operations.
Technical & Management Background: 3+ years in IT services with team management experience and project P&L responsibility.
Team Management: Experience managing technical support operations, performance reviews, and employee development.
Project Financial Management: Proven track record of budget tracking, cost management, and project profitability analysis.
Process Optimization: Experience implementing operational improvements, workflow automation, and quality systems.
Client Interface: Professional communication skills for client-facing technical coordination and project management.
13th Month Pay
HMO & Gov. Contribution Allowance (After a 90-day probationary period)
Personal Time Off (After a 90-day probationary period)
Leadership: Ability to coordinate team activities without micromanaging.
Communication: Clear, professional communication with technical teams and account management.
Problem Solving: Analytical approach to operational challenges and process improvements.
Adaptability: Comfortable working in a fast-paced, growing company environment.
Cultural Fit: Aligns with company values of innovation, trust, and proactive excellence.
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