IT Operations Services Coordinator

Position Purpose:

The IT Operations Services Coordinator is responsible for the systems, tools, and processes that enable consistent and scalable IT operations. This role owns the configuration and administration of IT service management platforms, operational workflows, documentation, and reporting that support reliable service delivery. By ensuring systems are structured, accurate, and aligned with operational needs, the Services Coordinator enables IT teams to work efficiently and with clarity.

This role focuses on process design, system integrity, and continuous improvement, using operational data to identify trends, reduce friction, and improve service outcomes. The IT Operations Services Coordinator carries significant ownership of the platforms and processes that underpin daily IT operations and plays a critical role in helping the organization scale its technology services responsibly and sustainably.

Essential Duties:

• Recommend improvements to workflows, tools, and service delivery practices.
• Support audits, compliance reviews, and internal assessments as needed.
• Produce regular operational reports for IT leadership.
• Identify trends, risks, and opportunities for process improvement.
• Administer change management processes, including intake, scheduling, approvals, and documentation.
• Coordinate maintenance windows and user communications.
• Maintain IT documentation, standard operating procedures, and knowledge base articles.
• Ensure documentation remains current and accessible.
• Ensure continuous monitoring of infrastructure, applications, and services through validated alerting and health checks.
• Triaged system alerts, assessed impact, and coordinated timely escalation and incident response.
• Conduct routine operational reviews (backups, patching, capacity, availability) to prevent service disruptions.
• Track incidents and system performance against SLAs, reducing downtime and repeat issues.
• Maintain monitoring dashboards and operational documentation to improve system reliability.
• Coordinate onboarding and offboarding processes in partnership with HR and IT teams.
• Administer user access requests following established security and approval processes.
• Maintain access review schedules and audit documentation.  
• Ensure role-based access and least-privilege principles are followed.
• Create forms, service boards, and maintain IT service delivery tools.
• Administer and maintain the IT service management (ConnectWise) platform (ticketing, request catalog, workflows). 
• Monitor daily ticket queues to ensure timely assignment, escalation, and resolution. 
• Track and report on SLAs, response times, backlog trends, and recurring issues. 
• Serve as the first point of coordination for escalations, including VIP-related incidents. 
• Ensure consistent ticket documentation, categorization, and closure standards.