IT Service Coordinator

STACK IT Recruitment; Toronto; On-site; CAD 65,000 - 85,000; Full time

Benefits offered by this job

Performance bonus eligibility

Paid time off

Extended health benefits

Professional development opportunities

Job summary

STACK IT Recruitment is seeking an IT Service Coordinator to join a growing managed IT and cybersecurity organization in Toronto. This role blends client service, technical coordination and vendor management to ensure service delivery quality.

You will coordinate tickets, projects, schedules, and SLAs, maintain relationships with clients and vendors, and support onboarding and building technology services across multi-site properties.

Qualifications

• 2-3+ years of experience in technical support, service coordination, customer service, or a similar role.
• Experience in an IT MSP or managed services environment is strongly preferred.
• MinimumLevel 1 hands-on technical experience.
• Direct hands-on experience with an RMM and PSA platform.
• Experience with HaloPSA and/or NinjaOne is a strong asset; AutoTask, ConnectWise, or similar platforms will also be considered.
• Strong understanding of IT service management principles.
• Familiarity with network infrastructure, operating systems, virtualization, and cloud technologies.
• Experience coordinating projects involving multiple stakeholders.
• Experience coordinating third-party vendors is an asset.
• Strong organizational and time-management skills.
• Excellent written and verbal communication skills.
• Comfortable communicating with both technical and non-technical stakeholders, including C-level clients.
• Strong problem-solving and analytical skills.
• Genuine technical aptitude and the ability to understand and communicate technical issues.

Responsibilities

• Manage service requests and tickets, ensuring timely and effective delivery.
• Coordinate service schedules between clients, technical staff, and vendors.
• Track SLAs, open issues, project milestones, and deliverables.
• Coordinate client onboarding, transitions, and infrastructure projects.
• Communicate service updates, priorities, and escalations to clients.
• Provide training and support to clients on service delivery tools and systems.
• Maintain strong relationships with clients, including senior and executive stakeholders.
• Coordinate IT and building technology services across multi-site commercial properties.
• Support OT service coordination.
• Coordinate third-party vendors, including onboarding, access requests, and vendor-performed work.
• Track service, project, and vendor activity across properties.
• Work with property management stakeholders on scheduling, escalations, and status updates.
• Act as the day-to-day liaison between leadership and the technical team.
• Translate priorities into clear, actionable direction for technical staff.
• Identify and communicate risks, blockers, and service delivery issues to leadership.
• Track service metrics and provide reporting on SLA performance, trends, and areas for improvement.
• Help leadership identify opportunities to improve service quality and efficiency.
• Maintain accurate documentation across tickets, projects, and processes using Hudu.
• Audit documentation quality and keep information current.
• Identify opportunities to improve service delivery processes and team efficiency.
• Participate in quality assurance and continuous improvement initiatives.
• Research tools and technologies that could improve service delivery.
• Monitor service delivery costs and ensure services are delivered within budget.
• Participate in an on-call rotation for critical after-hours service needs.

Skills

Technical support

Service coordination

Vendor coordination

Customer service

IT service management

HaloPSA

NinjaOne

AutoTask

ConnectWise

Tools

HaloPSA

NinjaOne

AutoTask

ConnectWise

Job description

Are you an organized, technically minded professional who enjoys keeping clients, technical teams, and projects moving forward?

We'relooking for anITService Coordinatorto join a growing managed IT and cybersecurity organization in a role that combinesclient service, technical coordination, vendor management, and service delivery.

You'willact as the connection between clients, technical staff, vendors, and leadership-coordinating tickets, projects, schedules, and service delivery while helping ensure SLAs and client expectations are met. The role also supports managed building technology services across commercial property portfolios, soyou'willhave the opportunity to work across both traditional IT and operational technology environments.

This is a great fit for someone with atechnical support or IT backgroundwho wants to move further into service coordination, client management, and operations.

Work Type

• Fully Onsite- 5 days a week in-office or visiting client sites; on-call andafter hourssupport whenrequired
• Location:Toronto, ON
• Work Type:Thisis a newly created position

WhatYou'llDo:

Service & Client Coordination

• Manage service requests and tickets, ensuringtimelyand effective delivery
• Coordinate service schedules between clients, technical staff, and vendors
• Track SLAs, open issues, project milestones, and deliverables
• Coordinate client onboarding, transitions, and infrastructure projects
• Communicate service updates, priorities, and escalations to clients
• Provide training and support to clients on service delivery tools and systems
• Maintain strong relationships with clients, including senior and executive stakeholders

Building Technology & Vendor Coordination

• Coordinate IT and building technology services across multi-site commercial properties
• Support operational technology (OT) service coordination
• Coordinate third-party vendors, including onboarding, access requests, and vendor-performed work
• Track service, project, and vendor activity across individual properties
• Work with property management stakeholders on scheduling, escalations, and status updates

Team & Leadership Support

• Act as the day-to-day liaison between leadership and the technical team
• Translate priorities into clear, actionable direction for technical staff
• Identifyand communicate risks, blockers, and service delivery issues to leadership
• Track service metrics and provide reporting on SLA performance, trends, and areas for improvement
• Help leadershipidentifyopportunities to improve service quality and efficiency

Documentation & Process Improvement

• Maintainaccuratedocumentation across tickets, projects, and processes usingHudu
• Audit documentation quality and ensure information is kept current
• Identifyopportunities to improve service delivery processes and team efficiency
• Participate in quality assurance and continuous improvement initiatives
• Research tools and technologies that could improve service delivery
• Monitor service delivery costs and help ensure services are delivered within budget
• Participate in an on-call rotation for critical after-hours service needs

WhatWe'reLooking For:

• 2-3+ years of experiencein technical support, service coordination, customer service, or a similar role
• Previousexperience in anIT, MSP, or managed services environment is strongly preferred
• MinimumLevel 1 hands-on technical experience
• Direct hands-on experience with anRMM and PSA platform
• Experience withHaloPSAand/orNinjaOneis a strong asset;AutoTask, ConnectWise, or similar platforms will also be considered
• Strong understanding of IT service management principles
• Familiarity with network infrastructure, operating systems, virtualization, and cloud technologies
• Experience coordinating projects involving multiple stakeholders
• Experience coordinating third-party vendors is an asset
• Strong organizational and time-management skills
• Excellent written and verbal communication skills
• Comfortable communicating with both technical and non-technical stakeholders, including C-level clients
• Strong problem-solving and analytical skills
• Genuine technical aptitudeand the ability to understand and communicate technical issues

What Makes This Role Exciting?

• Client-Facing:Build relationships with clients and become a trusted point of contact for service delivery
• Variety:Work across managed IT, cybersecurity, and building technology environments
• Technical + Operational:Use your technical background while developing your service delivery and coordination skills
• Visibility:Work closely with leadership and have a direct impact on how services are delivered
• Growth:Opportunity to take on larger projects,additionalresponsibility, and progress toward aService Manager or Team Leadrole as the organization grows.

• Base Salary:$65,000-$85,000
• Performance Bonus Eligibility
• Paid Time Off & Extended Health Benefits(Medical/Dental/Vision)
• Professional development, training, and certification opportunities

We're committed to diversity and inclusion. Need accommodation during the hiring process? Let us know, we're here to support you!

AI Use Disclosure:

STACK IT uses AI-enhanced tools to support initial candidate screening and interview note analysis. All assessments and hiring decisions remain human-led.