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 needed
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 logistics
- Coordinate maintenance activities (e.g., oil changes, repairs, inspections)
- Support equipment transportation and deployment as needed
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 levels.
- May be required to travel to or work at multiple organizational sites or client locations.