IT Service Coordinator

align46; New York (NY); Hybrid; USD 60,000 - 70,000; Full time

Benefits offered by this job

Medical, Dental, Vision

HSA/FSA

401(k) Match

Paid Time Off

Company holidays

Cellphone Reimbursement

Commuter Benefits

Wellness Programs

Team Building

Referral Program

Job summary

Align seeks an IT Service Coordinator to join our Managed Services team. This hybrid position reports to the Midtown Manhattan Office and supports client-facing operations, scheduling engineers, and managing ticket flow to ensure timely resolutions.

This role requires strong organization, clear communication, and a customer-focused mindset. We offer full benefits, a salary in the $60K–$70K range, paid training, and performance-based bonuses.

Qualifications

• Strong organization, scheduling, and follow-up skills with the ability to manage competing priorities.
• Excellent verbal and written communication skills and comfort working directly with clients.
• A customer service mindset with a professional, responsive approach to questions and issues.
• Ability to write clear documentation and standard operating procedures (SOPs).
• Attention to detail when tracking tickets, schedules, and outstanding tasks.

Responsibilities

• Manage ticket flow in our IT Service Management Platform (ConnectWise).
• Act as the primary point of contact for customer service and issue resolution to assign tasks and tickets to IT Service Desk / Helpdesk (ITSD), NOC and IT Systems Administrators.
• Schedule support coverage for shifts within our NOC and ITSD, work to be performed at client sites, white glove / VIP support, and project work.
• Own tickets to ensure processes are followed, communication is thorough, documentation is accurate, and tickets are closed out.
• Assist with generating reports related to client SLAs and assist with quarterly client Account Business Reviews (ABR).
• Drive customer service and client relationship initiatives.
• Any additional or alternative duties that are reasonably consistent with position as required

Skills

Organization & scheduling

Communication skills

Customer service mindset

Documentation & SOPs

Attention to detail

MS Office / O365

Tools

ConnectWise

Job description

Join the Team!

Is technology your passion? Do you want to work with smart, forward-thinking individuals? Do you want to grow in a career you love?

At Align, our professionals are the key to our success. We don't just hire talent, we invest in exceptional people who are forward-thinking, results-driven, and passionate about what they do. We're a group of tech-savvy professionals who are motivated by making an impact. Our culture is one of unbounded opportunity that celebrates the passions, skills and ideas of our team-work hard, play hard, be smart!

We believe great communities lead to great companies. That's why we offer a dynamic workplace where you feel inspired, engaged and innovative. We offer professionals opportunities to train in the leading technologies, make an impact within the industry and acquire valuable new skills whether on client sites or in one of our regional offices.

Position Overview

Align seeks an IT Service Coordinator to join our Managed Services team. This is a great opportunity for a recent graduate or someone early in their career who is organized, communicates well, and enjoys working with clients.

This role will help coordinate client support, schedule engineers, manage ticket flow, and keep clients and internal teams informed. We're looking for someone who can manage multiple moving pieces, follow through on tasks, and stay detail-oriented in a fast-paced environment.

This hybrid position will report to our Midtown Manhattan Office in New York City approximately twice a week

This is a full-time position offering full benefits, a salary in the $60K to $70K range, paid training, and performance-based bonuses

Responsibilities

• Manage ticket flow in our IT Service Management Platform (ConnectWise)
• Act as the primary point of contact for customer service and issue resolution to assign tasks and tickets to IT Service Desk / Helpdesk (ITSD), NOC and IT Systems Administrators
• Schedule support coverage for shifts within our NOC and ITSD, work to be performed at client sites, white glove / VIP support, and project work
• Own tickets to ensure processes are followed, communication is though, documentation is accurate, and tickets are closed out
• Assist with generating reports related to client SLAs and assist with quarterly client Account Business Reviews (ABR)
• Drive customer service and client relationship initiatives
• Any additional or alternative duties that are reasonably consistent with position as required

Qualifications

• Strong organization, scheduling, and follow-up skills, with the ability to manage competing priorities
• Excellent verbal and written communication skills and comfort working directly with clients
• A customer service mindset, with a professional, responsive approach to questions and issues
• Ability to write clear documentation and standard operating procedures (SOPs)
• Attention to detail when tracking tickets, schedules, and outstanding tasks
• Proficiency in Microsoft Office / O365
• Willingness to learn new tools, ask questions, and take ownership of assigned work

Preferred Qualifications

• Experience in customer service, scheduling, administrative support, or project coordination through work, internships, or school activities
• Exposure to IT support or ticketing systems such as ConnectWise is a plus, but not required

To support a fair, consistent, and high-quality hiring experience, some interviews may be recorded. These recordings help our team focus fully on the conversation at hand, rather than note-taking, and allow us to better evaluate and improve our recruitment process. Recordings are used solely for internal purposes such as training, quality assurance, and process improvement. Candidates will be informed in advance and asked to provide consent before any recording takes place.

Tier 1

Benefits and Perks:

At Align, we believe that supporting our employees both personally and professionally is key to our success. We offer a competitive benefits package designed to promote health, wellness, financial security, and work-life balance, including:

• Comprehensive Medical, Dental, and Vision coverage
• Health Savings Account (HSA) and Flexible Spending Account (FSA) options
• 401(k) plan with a dollar-for-dollar company match at 3% up to an annual maximum of $5k.
• Complimentary ClassPass membership to support your health and wellness goals
• Generous Paid Time Off (PTO)
• Company-paid holidays
• Cellphone Reimbursement Program
• Floating Holiday to celebrate a day that is meaningful to you
• Pre-tax commuter benefits, where applicable
• Employee wellness programs, events, and team-building activities
• Employee referral program

Align is a premier global provider of technology infrastructure solutions.

Align specializes in designing and deploying technology infrastructure solutions from the data center to the desktop as well as providing managed IT services for clients.

Our professional services team, which includes Data Center Solutions , provide strategie