Service Operations Associate

Position Name: Service Operations Associate
Reports to: Team Lead Service Ops
Type: Full Time Contract

Atlas Technicas mission is to shoulder IT management user support and cybersecurity for our clients who are hedge funds and other investment firms. Founded in 2016 we have grown 100% year over year through our uncompromising focus on service.

We value ownership execution growth intelligence and camaraderie. We are looking for people who share our Core Values thrive and contribute to this environment while putting the customer first. At Atlas Technica we offer a competitive salary comprehensive benefits and great perks to our Global Team. We strive to maintain a professional yet friendly environment while promoting professional and career development for our Team Members. Join Atlas Technica now!

We are seeking a Service Operations Associate to join our growing Service Operations team within a Managed Services Provider (MSP) environment. This role sits between execution-focused administrative work and senior operational governance and is critical to ensuring complex workflows are completed accurately on time and with strong stakeholder coordination.

The Service Operations Associate owns multi-step operational processes that require judgment follow-through and cross-functional communication. This role acts as an escalation point for Service Ops Administrators and a reliable operational partner to internal stakeholders across Service Delivery Finance Sales and Operations.

This position is ideal for someone who excels in structured environments can manage complexity without losing attention to detail and is ready to take ownership beyond task execution.

Responsibilities:

• Workflow Ownership & Operational Delivery
• Own and execute complex Service Ops workflows end to end
• Ensure tasks are completed accurately on time and fully closed
• Act as an escalation point for Service Ops Admins when workflows become complex
• Proactively communicate status risks and changes to stakeholders
• Core Operational Responsibilities
• Support Projects follow-ups and coordination
• Run internal QBR updates meetings with stakeholders (internal-facing)
• Own weekly timesheet reports and follow-ups
• Execute end-of-month billing processes
• CPQ execution and coordination including complex or overflow scenarios
• Own daily CWM contact issue management
• Own Jain Tier Issues reporting
• Manage SkyKick license tickets and license pricing coordination
• Own SOW end-of-month reporting
• Manage NCE annual renewals
• Execute CWM Opportunities & Activities workflows
• Support Infrastructure Forecasting Program for support-driven projects (execution layer)
• Quality Remediation & Automation
• Perform Timesheet QA remediation for issues identified through audits
• Support execution and rollout of Service Ops automations
• Ensure Admin-level execution aligns with documented standards and processes
• Identify gaps inefficiencies or recurring issues and raise recommendations
• Enablement & Coverage
• Train and support Service Ops Admins on workflows owned
• Ensure effective handoffs and coverage during PTO or high-volume periods
• Raise capacity or quality risks early with proposed solutions
• Escalate only when issues require Analyst or Manager-level involvement

Requirements:

• 13 years of experience in operations service coordination or administrative support (MSP experience a plus)
• Strong attention to detail and accuracy
• Excellent follow-through and task ownership
• Ability to manage multiple tasks simultaneously in a fast-paced environment
• Strong written and verbal communication skills
• Comfortable working with operational tools (ticketing systems task boards calendars)
• Willingness to follow structured processes and use checklists
• Ability to receive feedback and adjust quickly
• Reliable time management and calendar discipline

Desirable Qualities:

• Experience in an MSP IT services or professional services environment
• Familiarity with tools such as ConnectWise Power BI or similar systems
• Process-oriented mindset with an eye for consistency and improvement
• Proactive communicator who raises issues early
• Comfortable with repetitive high-volume operational work
• Team-oriented and willing to support coverage when needed
• Interest in growing into more complex operational responsibilities over time

Atlas Technica is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race religion color national origin gender sexual orientation gender identity age status as a protected veteran status as an individual with a disability or other applicable legally protected characteristics.