MSSP Service Coordinator
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Job Location:
Metairie, LA - USA
Yearly Salary:
USD 65000 - 80000
Posted on:
14 hours ago
Vacancies:
1 Vacancy
Job Summary
Department: SOC/NOC (Managed Security & Network Operations)
Location: Hybrid (Metairie LA)
Employment Type: Full-time
About LATG
LATG is a Women Owned Managed Security Service Provider (MSSP) delivering around-the-clock SOC/NOC operations and managed services to SLED Commercial K12 and Federal customers. We help organizations achieve measurable resilience operational uptime and regulatory compliance through a pragmatic service-first approach.
Role Summary
The MSSP Service Coordinator is the operational heartbeat between LATGs SOC/NOC our customers and internal engineering teams. You will orchestrate service delivery coordinate incident/alert workflows own ticket lifecycle and SLAs and ensure engagements align with compliance frameworks including CMMC HIPAA and PCI. This is an execution-focused role that blends customer advocacy technical coordination process rigor and reporting.
What Youll Do
Service Delivery & Coordination
- Own end-to-end ticket lifecycle management across security and network operations.
- Coordinate response across SIEM/EDR/SOAR alerts vulnerability findings change requests and network events to meet or exceed SLA/SLO targets.
- Facilitate daily standups and shift handoffs; maintain shift runbooks and service calendars (patch windows change freezes maintenance).
- Manage onboarding/offboarding for new customers and services.
- Serve as the primary operational point of contact for customers.
- Schedule and run operational review meetings (weekly/monthly/quarterly) including KPI/metrics reviews and continuous improvement actions.
- Coordinate with account managers and engineers for scoped project work changes and renewals.
Compliance & Governance
- Ensure operational processes and documentation align to CMMC HIPAA and PCI DSS requirements.
- Track exceptions risks and remediation plans; maintain traceability between controls procedures and service artifacts.
Incident & Problem Management
- Drive incident coordination (war rooms/bridges) enforce communications cadence and manage RCA deliverables with corrective actions.
- Maintain problem management backlog; coordinate eradication tasks and knowledge base updates.
Reporting & Analytics
- Produce and refine service dashboards and customer-facing reports: SLA MTTA/MTTR alert volumes patch/vuln status change success rates incident trends and compliance posture.
- Identify automation and process optimization opportunities; work with engineering to implement.
Tooling & Process
- Operate within LATGs service stack (e.g. ticketing/ITSM SIEM/EDR SOAR NMS VMS CMDB) and ensure data hygiene.
- Contribute to knowledge articles runbooks and playbooks; champion ITIL-aligned best practices.
Required Qualifications
- 35 years in MSSP/MSP operations SOC/NOC coordination Service Delivery or ITSM in a multi-tenant environment.
- Hands-on experience with ConnectWise PSA
- Strong grasp of ITIL processes (incident request change problem) and SLA governance.
Preferred Qualifications
- Experience supporting Commercial SLED K12 and/or Federal environments; understanding of funding cycles procurement and reporting nuances.
- Familiarity with AI OPS Generative AI Automation and Orchestration tools.
- Certifications (one or more): ITIL 4 CompTIA Security / Network / CySA Microsoft SC200/SC900 Splunk Core User/Power User PMP or PMI-ACP.
Work Environment
- Fast-paced 24x7 SOC/NOC with structured handoffs; high collaboration with analysts engineers and account teams.
- Hybrid/remote flexibility with periodic on-site customer or team meetings as needed.
Required Experience:
IC
Key Skills
- Senior Care
- Customer Service
- Developmental Disabilities Experience
- Computer Skills
- Microsoft Outlook
- Case Management
- Computer Literacy
- Dispatching
- Home Care
- Administrative Experience
- Social Work
- Word Processing
About Company
MSP - Managed IT and Cybersecurity Services - LATG is Technology solutions company for Federal Agency, State, Education & Commercial.
