IT Service Coordinator

Position Overview

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

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

Qualifications

• 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

To support a fair, consistent, and high-quality hiring experience, some interviews may be recorded. These recordings help our team focus fully on the conversation at hand, rather than note-taking, and allow us to better evaluate and improve our recruitment process. Recordings are used solely for internal purposes such as training, quality assurance, and process improvement. Candidates will be informed in advance and asked to provide consent before any recording takes place.

Tier 1