Account Co-ordinator (IT Operations)

POSITION DESCRIPTION

Account Coordinator (Onsite IT Operations)

Department: Information Technology     |     FLSA Classification: Non-Exempt     |     Employment Type: Full-Time

POSITION SUMMARY

The Account Coordinator is responsible for supporting day-to-day onsite IT operations by coordinating technician staffing, managing attendance, ensuring service continuity, and acting as a liaison between the delivery team and the customer. This role combines operational coordination, administrative oversight, and hands-on technical support when needed.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

Team Coordination & Attendance Management

• Manage daily attendance for a team of ~20 onsite IT technicians

• Track, review, and validate technician timekeeping and schedules 

• Prepare and submit accurate weekly timesheets to the customer

• Ensure proper coverage across all shifts and service areas

Resource Management & Backfill Coordination

• Coordinate immediate backfill resources for unplanned absences or call-offs

• Maintain a roster of available technicians for quick deployment

• Open and manage job requisitions for backfills due to resignations or staffing gaps

• Partner with recruiting teams to ensure timely onboarding of new resources
  

Customer & Escalation Management

• Serve as a primary point of contact for onsite operational issues 

• Address and resolve day-to-day escalations related to staffing, coverage, or service delivery

• Communicate proactively with customer stakeholders regarding staffing updates and service impacts

Operational & Administrative Support

• Maintain accurate records of attendance, staffing changes, and coverage plans

• Ensure compliance with contractual staffing requirements and SLAs

• Support reporting and operational metrics as need

Technical Support & Coverage

• Provide hands-on IT support when required to cover resource gaps

• Troubleshoot basic to intermediate technical issues across end-user devices and systems

• Ensure minimal disruption to services during staffing shortages
  

Asset & Logistics Coordination

• Manage onsite service vehicle used for equipment delivery and logisticsCoordinate maintenance activities (e.g., oil changes, repairs, inspections) 

• Support equipment transportation and deployment as neede

MINIMUM QUALIFICATIONS

• 2–3 years of experience in IT operations, service delivery, or coordination roles 

• Experience managing or coordinating technical teams in an onsite environment 

• Strong organizational and multitasking skills

• Ability to handle escalations and work in a fast-paced environment

• Basic to intermediate technical troubleshooting skills (desktop support, hardware, etc.) 

• Strong communication and stakeholder management skills
  

• PREFERRED SKILLS

• Experience in MSP or enterprise IT support environments

• Familiarity with ticketing systems and workforce management tools 

• Understanding of SLAs and service delivery metrics

PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT

The demands below are representative of those required to perform this role's essential functions. Reasonable accommodations will be made for qualified individuals with disabilities in accordance with the ADA and applicable state law.

• Regularly required to sit, stand, walk, and use hands to operate a computer keyboard and standard office equipment.

• Occasionally required to lift and/or move IT equipment weighing up to 50 pounds.

• May require bending, kneeling, or crouching to install or service equipment

• Work is performed primarily in a standard office or data center environment with moderate noise level

• May be required to travel to or work at multiple organizational sites or client locations

EQUAL EMPLOYMENT OPPORTUNITY

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy and related conditions), gender identity, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other characteristic protected under applicable federal, state, or local law, including Title VII, the ADEA, the ADA, GINA, and USERRA

Applicants requiring a reasonable accommodation to participate in the application or interview process should contact Human Resources in advance.

DISCLAIMER

This description outlines the general nature and scope of the role and is not an exhaustive list of all duties or requirements. Management may modify responsibilities as business needs evolve.