IT Support & Operations Coordinator - Job Description Position Summary The IT Support & Operations Coordinator leads the day-to-day operation of the firm's help desk and serves as the link between the help desk technicians and senior IT staff. This position coordinates the technicians, owns the ticket queue, and is accountable for the quality, consistency, and documentation of the firm's front-line technology support. Beyond the help desk, this position manages assigned operational IT projects from start to finish, assists senior IT staff with larger initiatives, and supports the department's day-to-day operations, including vendor coordination, invoice tracking, and routine reporting. The role also assists with end-user training and communication and provides help desk coverage during staff shortages and after hours as needed. Job Duties and Responsibilities - Lead and improve day-to-day help desk operations, coordinating the work of the help desk technicians.
- Oversee the ticket queue, including intake, prioritization, assignment, and follow-through to resolution.
- Manage escalations, serving as the senior point of contact for issues beyond first-level support.
- Manage help desk scheduling and coverage, including planned absences and gaps in the service window.
- Strengthen ticket documentation standards and hold the team to them, so that work is recorded accurately and completely.
- Produce routine help desk reporting on volume, response and resolution times, and service trends.
- Identify and track recurring issues and pursue automation and process improvements that reduce repeat tickets.
- Manage assigned operational IT projects from start to finish, including PC deployments, software updates, equipment rollouts, documentation cleanup, and other support-driven initiatives.
- Plan project scope, timelines, and resources; coordinate the work; and see projects through to completion.
- Assist the CISO and Assistant IT Director with larger IT initiatives by helping organize milestones, timelines, dependencies, and task ownership.
- Track follow-up items and provide status reporting to senior IT staff.
- Coordinate with IT vendors on routine matters.
- Track IT invoices and follow up on procurement.
- Prepare routine departmental reporting.
- Complete other administrative needs of the department as assigned.
- Assist with end-user training on firm systems and technology.
- Assist with user communication and rollout documentation as needed.
- Provide help desk coverage during staff shortages, performing first-level support duties as needed.
- Participate in after-hours support as needed.
Job Qualifications - Experience in a lead, coordinator, supervisory, or project coordination capacity, or demonstrated readiness to take on that responsibility.
- Proven working experience providing help desk or desktop support, including the ability to resolve issues independently. This includes a minimum of five (5) years of help desk or IT support experience.
- Proficiency in Windows workstation administrative tasks and environments.
- Extensive experience with Microsoft 365 and Microsoft Office applications.
- Working knowledge of help desk ticketing systems, remote support tools, VPNs, and remote access.
- Working knowledge of network fundamentals and general IT operations.
- Demonstrated organization, follow-through, and attention to detail in documentation and task completion.
- Strong client-facing and communication skills, with the discretion and judgment required to handle confidential firm and client information.
- Ability to prioritize, multitask, and remain composed under pressure.
- Must be able to work independently, including working alone in an office setting while resolving customer issues efficiently.
- Relevant certifications such as CompTIA, ITIL, or Microsoft are preferred.
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