Operations coordinator

Insight Global (United States); Norwalk (CT); On-site; USD 70,000 - 90,000; Full time

Job summary

Insight Global in Norwalk, CT is seeking a Service Operations Coordinator to manage day-to-day onsite and break-fix delivery, from dispatch to accurate billing. You will interface with clients, third-party labor, PMOs, accounting, and IT teams to keep services moving and invoiced correctly.

You will own Autotask workflows, drive dispatch with field technicians and partners, and lead automation efforts with Field Nation and similar marketplaces.

Qualifications

• Experience with PSA/ticketing platforms (Autotask, ConnectWise, ServiceNow).
• Strong billing accuracy and reconciliation skills.
• Excellent Excel skills for reconciliation and reporting.
• Clear written and verbal communication with clients and executives.
• Bachelor's degree in business, IT, or related field, or equivalent experience; Autotask experience.
• Experience with Field Nation, WorkMarket, or similar marketplaces.
• Experience with vendor management systems (SAP Fieldglass or similar).
• Experience with API integrations or workflow automation and CAB processes.
• Familiarity with managed services or ITaaS.

Responsibilities

• Oversee dispatch of field technicians and partners across client accounts.
• Own Field Services & PMO workflows in Autotask, including tickets and dispatch requests.
• Lead integrations and automation (Field Nation to Autotask time entries and charges).
• Build and distribute recurring operational reports, such as paid work orders.
• Coordinate with Sales, Operations, PMO, and Finance on scope, pricing inputs, and handoffs.
• Reconcile work orders, time entries, and charges before invoicing; resolve billing questions.

Skills

Billing reconciliation

Excel proficiency

Effective communication

Process ownership

Project and ticket workflows

Education

Bachelor's degree in business or IT

Equivalent experience

Tools

Autotask

ConnectWise

ServiceNow

Field Nation

WorkMarket

SAP Fieldglass

Job description

Job Description

The Service Operations Coordinator runs day-to-day delivery of onsite and break-fix work, from dispatch through technician completion to accurate billing. The role sits between clients, third-party labor partners, internal project managers, accounting, and IT platform teams. It owns the processes and systems that keep services work moving, measured, and invoiced correctly.

Key responsibilities

Service delivery and dispatch

• Oversee dispatch of field technicians and third-party labor partners (e.g., Field Nation) across client accounts.
• Decide account ownership and assignment rules, such as when work sits with a project manager versus a resource coordinator.
• Act as escalation point for clients on technician quality, scheduling, and service issues.
• Keep client and partner contacts current, including coverage during absences.

Queue monitoring and quality control

• Monitor Autotask service and dispatch queues daily for aging, unassigned, or stalled tickets and work orders, and drive them to resolution.
• Run Quality Control (QC) review on completed work before invoicing.
• Flag and route QC failures for rework, technician follow-up, or partner corrective action.
• Track QC findings and trends (repeat issues, re-dispatches, missing documentation) and report them weekly.
• Maintain QC checklists and queue SLAs, and coach Resource Coordinators and Project Managers on closing work cleanly.

Partner and vendor billing

• Match every vendor and labor-partner invoice (e.g., Field Nation, staffing partners, equipment vendors) to the corresponding client work order, ticket, and client invoice.
• Confirm vendor charges align with agreed rates, statements of work, and approved time before payment, and that each cost is billed through to the client.
• Identify and resolve mismatches: unbilled vendor costs, client charges without a supporting vendor invoice, rate variances, and duplicate invoices.
• Maintain statements of work, rate cards, and access in designated platforms so billing terms stay current.
• Onboard new partners and vendors, ensuring required agreements (e.g., MSAs, statements of work, NDAs, insurance certificates) are fully executed before work is assigned.

Billing, invoicing and financial accuracy

• Reconcile work orders, time entries, and charges before invoicing.
• Resolve client invoice questions, work with Accounting to issue credits, and catch duplicate vendor invoices.
• Partner with Accounting to validate back-end billing and close discrepancies.

Systems, automation and reporting

• Own Field Services & PMO workflows in Autotask, including tickets, tasks, & dispatch requests.
• Lead integrations and automation (e.g., Field Nation to Autotask time entries and charges).
• Build and distribute recurring operational reports, such as paid work orders pending completion.

Contracts and cross-functional work

• Maintain the inventory of active Field Services and break-fix contracts, including those tied to managed services clients.
• Coordinate with Sales, Operations, PMO, and Finance on scope, pricing inputs, and handoffs.

Skills and Requirements

IT field services, service delivery, or operations management.

managing third-party technicians, subcontractors, or labor marketplaces.

• Hands-on experience with a PSA or ticketing platform such as Autotask, ConnectWise, or ServiceNow.
• Proven ownership of billing accuracy: reconciling work orders, time, and charges to invoices.
• Strong Excel skills for reconciliation and reporting.
• Clear written communication with clients, partners, and executives.
• Bachelor's degree in business, IT, or a related field, or equivalent experience.Hands-on Autotask experience, including queue management, ticket and project workflows, time entries, and reporting.
• Direct experience with Field Nation, WorkMarket, or similar marketplaces.
• Experience with SAP Fieldglass or other vendor management systems.
• Background in API integrations or workflow automation, including change management and CAB processes.
• Familiarity with managed services or ITaaS delivery models.
• PMP, ITIL Foundation, or similar certification.

Core competencies: process ownership, attention to financial detail, calm escalation handling, and the judgment to fix root causes rather than repeat workarounds.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [e-mail].