Sr. Resource Coordinator

Position Name:
Senior Resource Coordinator

Reports to:
Resource Coordination Manager

Location/Type:
Remote (Work-from-Home)

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 year over year through our uncompromising focus on service. We value ownership, execution, growth, intelligence, and camaraderie. We are looking for people who share our Core Values, thrive, and contribute to this environment while putting the customer first. At Atlas Technica, we offer a competitive salary, comprehensive benefits, and great perks to our global Team. We strive to maintain a professional yet friendly environment while promoting professional and career development for our Team Members. Join Atlas Technica now

As a Senior Resource Coordinator (Senior RC), your primary goal is to support operational excellence within the Resource Coordination team by taking on advanced responsibilities, providing mentorship, and ensuring strong execution of daily workflows. Senior RCs balance administrative oversight, training responsibilities, and hands-on support for critical operational tasks. You will serve as a point of escalation for complex scheduling, administrative needs, and internal process questions. This position reports to the Resource Coordination Manager and offers growth opportunities in leadership, operations, or technical pathways depending on your strengths and company needs. This is a remote work-from-home position.

Responsibilities

• Handling Internal Purchase Requests (IP): Oversee and manage complex or escalated purchase requests.
• Administrative Oversight: Lead follow-ups, quality assurance checks, documentation review, and shadowing.
• Training & Mentorship: Provide structured training, guidance, and onboarding support for junior staff and new hires.
• Backfill Support: Step in to cover daily tasks when Junior RCs or Resource Coordinators are unavailable.
• Call Queue Management: Monitor and manage the call queue to ensure efficiency, proper staffing, and workload distribution.
• Ensure operational workflows are executed effectively across global time zones.
• Assist with coordination of internal and client-facing scheduling needs.
• Support the evaluation and prioritization of support requests to ensure timely execution.
• Monitor team schedules to identify gaps, conflicts, or areas requiring escalation.
• Help maintain customer satisfaction by supporting timely communication and smooth scheduling processes.
• Communicate effectively through instant messaging, phone calls, and ticketing systems.

Requirements

• Strong communication and interpersonal skills, including the ability to navigate difficult situations with clients or team members.
• Advanced organizational and time management skills, with the ability to oversee multiple workflows simultaneously.
• Strong attention to detail and consistency in administrative execution.
• Sound judgment and decision-making abilities with a problem-solving mindset.
• Ability to work efficiently in a fast-paced environment.
• English language skills sufficient for professional business communication.
• College degree or equivalent work experience.
• Strong and reliable internet connection capable of supporting video and audio calls.
• A quiet and professional work environment.

Desirable Qualities

• Experience in the MSP industry.
• Experience with MSP tools and ticketing systems such as ConnectWise Manage.
• 3+ years of customer service experience.
• Experience as a dispatcher, resource coordinator, or service coordinator in any industry.
• Prior experience mentoring or training peers.

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.