IT Service Coordinator — Client Success & Scheduling

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

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.