IT Service Coordinator - Hybrid, Client-Focused and Impactful

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

Benefits offered by this job

Comprehensive Medical, Dental, and Vis

HSA and FSA options

401(k) with company match

ClassPass membership

Generous PTO

Company-paid holidays

Cellphone Reimbursement

Floating Holiday

Pre-tax commuter benefits

Wellness programs

Employee referral program

Job summary

Align seeks an IT Service Coordinator to join our Managed Services team in New York City. This hybrid, full-time position coordinates client support, schedules engineers, and keeps internal teams and clients informed. You’ll manage tickets, ensure processes are followed, and support VIP and project work.

The role requires strong organization, excellent communication, and a customer-service mindset. Benefits include full coverage, paid training, and performance-based bonuses.

Qualifications

• Strong organization, scheduling, and follow-up skills; ability to manage competing priorities.
• Excellent verbal and written communication skills and comfort working directly with clients.
• Customer service mindset with a professional, responsive approach to questions and issues.
• Ability to write clear documentation and SOPs.
• Attention to detail when tracking tickets, schedules, and outstanding tasks.
• Willingness to learn new tools, ask questions, and take ownership of assigned work.

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, 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 clear, 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

SOP writing

Documentation

Time management

Tools

ConnectWise

Microsoft Office / O365

Job description

Align seeks an IT Service Coordinator to join our Managed Services team in New York City. This hybrid, full-time position coordinates client support, schedules engineers, and keeps internal teams and clients informed. You’ll manage tickets, ensure processes are followed, and support VIP and project work.

The role requires strong organization, excellent communication, and a customer-service mindset. Benefits include full coverage, paid training, and performance-based bonuses.