IT Service Coordinator

About the Role

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.

Key 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.

Requirements & Tech Stack

• 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.

About Align

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 strategic consulting, design, project management, engineering, implementation and support. Our best-in-class Managed Services team provides IT services and cybersecurity advisory for clients within the Alternative Investment industry. Align is a Microsoft Tier 1 Cloud Solutions Provider (CSP) and Gold Partner. Our client centric approach and passion for driving IT innovation has enabled us to provide tailored solutions and business transformations for over three decades. Leading firms have relied on Align to provide forward-thinking technology strategies that support their current and future business needs. Our teams have flawless track records of delivering technical solutions and have established long-standing relationships with an impressive client list of both Global 1000 and SMB clients. We work across a diverse list of industries including financial services, life sciences (pharmaceutical and health care), retail, technology, media and telecommunications. For more information, visit: www.align.com.