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Company Name: - JTSi (Johnson Technology Systems, Inc.)
Title: IT program coordinator
Location: Hybrid - Dallas, TX / Reston, VA (25% Onsite Travel Required)
Salary : $80K/ Year DESCRIPTION OF PROJECT AND TASKS: Job Title: IT program coordinator Position Summary
We are seeking a IT program coordinator to support a 24x7 IT Managed Services (MSP) operation. This role will be responsible for ensuring resources are properly staffed, productive, engaged, and compliant with established processes, policies, and customer requirements. The position will serve as the key liaison between employees, technical teams, management, HR, and program leadership.
Key Responsibilities
" Manage and monitor 24x7 workforce coverage, schedules, attendance, PTO, on-call rotations, and staffing gaps.
" Track employee performance, productivity, attendance, and adherence to MSP processes, SOPs, SLAs, and customer requirements.
" Serve as the primary point of contact for employee and personnel issues, including conflicts, performance concerns, workload issues, and workplace concerns.
" Conduct regular employee check-ins and proactively identify morale, engagement, retention, and performance issues.
" Work with technical leads and management to address underperformance and implement corrective actions when needed.
" Ensure employees are following established operational, security, documentation, escalation, and customer processes.
" Coordinate onboarding, training, certifications, performance tracking, and offboarding activities.
" Maintain regular communication with management regarding staffing, employee performance, morale, and operational risks.
" Prepare weekly/monthly workforce and performance reports and provide actionable recommendations to leadership.
" Support management in maintaining a positive, accountable, and high-performing workforce while ensuring customer service commitments are met.
" Experience in Managing technical folks
Required Qualifications
" Bachelor's degree or equivalent experience in Business, HR, Management, IT, or a related field.
" 5+ years of experience in workforce management, employee operations, HR operations, IT operations, or Managed Services.
" Experience supporting a 24x7 IT/MSP environment strongly preferred.
" Strong employee relations, communication, conflict-resolution, and problem-solving skills.
" Experience tracking employee performance, attendance, schedules, and productivity.
" Strong organizational skills with the ability to manage multiple priorities.
" Proficiency with Microsoft Office, particularly Excel, Teams, Outlook, and PowerPoint.
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