IT Service Coordinator — Client & Ticket Lead (Hybrid)

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

Benefits offered by this job

Medical, Dental, Vision coverage

HSA / FSA options

401(k) with company match (3%) up to $

ClassPass membership

Generous PTO

Company-paid holidays

Cellphone Reimbursement

Floating Holiday

Pre-tax commuter benefits

Wellness programs

Employee referral program

Job summary

Align Communications in New York City seeks an IT Service Coordinator to join our Managed Services team. A recent graduate or early-career professional who is organized, can communicate well, and enjoys working with clients will thrive here.

The role coordinates client support, schedules engineers, manages ticket flow, and keeps clients and internal teams informed. Hybrid role with NYC offices; salary $60K–$70K plus bonuses and training.

Qualifications

• Strong organization, scheduling, and follow-up skills.
• Excellent verbal and written communication with clients.
• Customer service mindset with professional, responsive approach.
• Ability to write clear SOPs and documentation.
• Detail-oriented with ticket, schedule, and task tracking.

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.

Skills

Organization

Communication

Customer service

Documentation / SOPs

Attention to detail

Microsoft Office / O365

Willingness to learn

Tools

ConnectWise

Microsoft Office / O365

Job description

Align Communications in New York City seeks an IT Service Coordinator to join our Managed Services team. A recent graduate or early-career professional who is organized, can communicate well, and enjoys working with clients will thrive here.

The role coordinates client support, schedules engineers, manages ticket flow, and keeps clients and internal teams informed. Hybrid role with NYC offices; salary $60K–$70K plus bonuses and training.