Account Coordinator - IT Support

The Account Coordinator is responsible for supporting day-to-day onsite IT operations by coordinating technician staffing, managing attendance, ensuring service continuity, and acting as a liaison between the delivery team and the customer. This role combines operational coordination, administrative oversight, and hands-on technical support when needed., Team Coordination & Attendance Management

• Manage daily attendance for a team of ~20 onsite IT technicians
• Track, review, and validate technician timekeeping and schedules
• Prepare and submit accurate weekly timesheets to the customer
• Ensure proper coverage across all shifts and service areas

Resource Management & Backfill Coordination

• Coordinate immediate backfill resources for unplanned absences or call-offs
• Maintain a roster of available technicians for quick deployment
• Open and manage job requisitions for backfills due to resignations or staffing gaps
• Partner with recruiting teams to ensure timely onboarding of new resources

Customer & Escalation Management

• Serve as a primary point of contact for onsite operational issues
• Address and resolve day-to-day escalations related to staffing, coverage, or service delivery
• Communicate proactively with customer stakeholders regarding staffing updates and service impacts

Operational & Administrative Support

• Maintain accurate records of attendance, staffing changes, and coverage plans
• Ensure compliance with contractual staffing requirements and SLAs
• Support reporting and operational metrics as needed

Technical Support & Coverage

• Provide hands-on IT support when required to cover resource gaps
• Troubleshoot basic to intermediate technical issues across end-user devices and systems
• Ensure minimal disruption to services during staffing shortages

Asset & Logistics Coordination

• Manage onsite service vehicle used for equipment delivery and logistics
• Coordinate maintenance activities (e.g., oil changes, repairs, inspections)
• Support equipment transportation and deployment as needed

Do you have experience in ServiceNow?, * 2-3 years of experience in IT operations, service delivery, or coordination roles

• Experience managing or coordinating technical teams in an onsite environment
• Strong organizational and multitasking skills
• Ability to handle escalations and work in a fast-paced environment
• Basic to intermediate technical troubleshooting skills (desktop support, hardware, etc.)
• Strong communication and stakeholder management skills

Preferred Skills

• Experience in MSP or enterprise IT support environments
• Familiarity with ticketing systems and workforce management tools
• Understanding of SLAs and service delivery metrics, * Desktop support: 2 years (Required)
• ServiceNow: 2 years (Required)

Pulled from the full job description

• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance
• Flexible schedule, * 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance