Service Operation Coordinator - System Soft Technologies : Job Details

Job Title: Service Operation Lead

Location: Miramar, FL (3 days onsite, 2 days remote)

Contract Duration: 6 months (Contract to Hire)

Position Overview:

The Service Operations Coordinator is responsible for managing administrative functions, coordinating daily activities, and overseeing projects and service agreements to ensure smooth operations. This role requires collaboration with internal teams, vendors, and clients, acting as a liaison between departments such as finance, sales, IT, customer service, and technical teams.

Key Responsibilities:

• Perform general administrative duties, including managing emails, scheduling meetings, and handling calls.
• Coordinate and monitor daily activities of Service Operations, including ongoing business agreements, projects, and Time and Material (T&M) agreements.
• Oversee the installation of product orders, warranty requests, subcontractor onboarding, and creation of purchase orders for customer projects.
• Review and approve subcontractor timesheets and upload documents for billing and accounts payable processing.
• Set up and review new agreements in the Customer Relationship Management (CRM) system.
• Act as the primary point of contact for incoming service requests, ensuring proper logging, prioritization, and assignment to technical teams.
• Track and monitor incidents, providing clients with timely updates and coordinating resolution efforts.
• Facilitate client requests for service changes, assessing risks and ensuring proper approval and implementation.
• Maintain accurate service delivery documentation, including incident reports, change requests, and service records.
• Communicate with third-party vendors, ensuring adherence to agreed timelines and service standards.
• Manage escalations from clients and internal teams to maintain service quality and resolve issues efficiently.
• Support financial close processes by reviewing and validating financial reports and billing schedules.

Qualifications:

• Proven experience in administrative roles and project coordination.
• Experience working in a Managed Service Provider (MSP) environment.
• Strong organizational, problem-solving, and multitasking skills.
• Ability to thrive in a fast-paced, demanding environment.
• Excellent verbal and written communication skills, with strong interpersonal abilities.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint) and financial reporting tools.
• Familiarity with ConnectWise or similar CRM systems is a plus.
• Experience working with remote or distributed teams is preferred.

Educational Requirements:

• Bachelor's degree in business administration or a related field, or equivalent work experience.
• Minimum of 3 years of experience in an MSP organization.