Managed Services Operations Coordinator

Managed Services Operations Coordinator

The Managed Services Operations Coordinator is responsible for overseeing the daily flow of managed services tickets and ensuring efficient scheduling of technical resources. This role is critical in maintaining high levels of customer satisfaction, meeting SLA targets, and optimizing Engineer productivity within a Managed Operations environment.

Essential Duties and Responsibilities:

• Monitors and manages the managed services ticket queue in real-time.
• Prioritizes, categorizes, and assigns tickets based on urgency, impact, and engineer skillset.
• Ensures timely escalation of high-priority or SLA-sensitive tickets.
• Follows up on unassigned, aging, or breached tickets.
• Supports resource scheduling for planned maintenance, change windows, and critical support efforts.
• Maintains calendars and change request logs for the Operations team for scheduled upgrades, maintenance windows, and emergency changes to ensure proper communications and coordination across teams.
• Adjusts schedules dynamically based on ticket volume, emergencies, or engineer availability.
• Acts as a liaison between Tier 1, Tier 2, and Tier 3 support teams to ensure smooth handoffs and communication.
• Provides updates to Service Delivery Managers on ticket status and resolution timelines as needed.
• Tracks and reports on ticket metrics, SLA compliance, and Engineer performance.
• Identifies trends and recommends improvements to reduce ticket backlog and improve response times.
• Maintains ticket queue hygiene by performing audits and closing outdated or duplicate tickets.
• Demonstrates and actively promotes an understanding and commitment to the mission of Logicalis through performing behaviors consistent with the organization's values.
• Maintains a working knowledge of applicable Federal, State, and Local laws and regulations as well as policies and procedures of Logicalis in order to ensure adherence in a manner that reflects honest, ethical, and professional behaviors.
• Supports and conducts self in a manner consistent with customer service expectations.

Supervisory Responsibilities:

This job has no supervisory responsibilities.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform.