Service Operations Analyst (Pod)

Title: Service Operations Analyst (Pod)
Reports to: Team Lead Service Operations
Department: Service Operations
Location: Remote
Shift: 8:00 AM - 5:00 PM Eastern Time

About Atlas Technica

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 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!

Position Overview

We are seeking a Service Operations Analyst (Pod) to join our growing Service Operations team within a Managed Services Provider (MSP) environment.

This role is designed for a senior individual contributor who can bring structure follow-through and operational ownership across one or more service delivery pods.

The Service Operations Analyst (Pod) acts as the connective layer across Clients Service Delivery Support Managers Project Managers Support Managers and Finance to ensure key workflows move forward consistently risks are surfaced early and nothing critical gets stuck.

This is not a traditional administrative support role. It is a higher-ownership position focused on operational excellence cross-functional coordination workflow maturity and helping shape how the pod support model evolves as Atlas continues to scale.

Responsibilities:

Pod Operational Ownership:

• Act as the Service Operations point person for one or more service delivery pods.
• Bring visibility to open actions blockers service risks and operational dependencies across teams.
• Reduce dependencies on Support Managers for non-technical work.
• Ensure work moves forward consistently through structured follow-up accountability and clear ownership.
• Partner with managers and stakeholders to improve operating rhythm reduce friction and strengthen execution.

Client Health QBR Readiness and Service Visibility:

• Drive QBR readiness and post-QBR follow-through across assigned scope.
• Monitor client health indicators including backlog trends SLA risks service escalations CSAT/NPS inputs and other operational signals.
• Help prepare pod-level visibility into performance risks and opportunities.
• Ensure action items opportunities and service concerns identified through QBRs or leadership reviews are tracked to completion.

Support Project Coordination and Client-Facing Execution

• Coordinate support-related projects follow-through activities and operational workstreams that sit between pure ticket support and formal project delivery.
• Help manage timelines action items dependencies documentation meeting follow-up and owner accountability for support projects within assigned pods.
• Serve as a client-facing operational partner during support-related initiatives ensuring clients receive clear communication timely updates and strong follow-through.
• Participate in client meetings as needed to review status clarify next steps gather requirements and help keep operational or support-related commitments on track.
• Partner with Support Managers Project Managers to ensure internal execution and client expectations stay aligned.
• Surface risks delays or coordination gaps early so they can be addressed before they affect the client experience.

Billing Quote and Commercial Workflow Ownership:

• Own and evolve billing-related workflows tied to support projects recurring reviews and monthly follow-through.
• Monitor billing alignment usage trends exceptions and revenue-impacting gaps.
• Own quote management visibility and ensure proposals pricing-related follow-through and related approvals move efficiently.
• Build regular checks and balances so Admin and Associate execution remains accurate timely and measurable.
• Identify recurring breakdowns in workflow and propose more scalable operating structures.

Workflow Governance and Process Improvement:

• Own complex cross-functional operational workflows end to end ensuring they are clear documented and sustainable.
• Simplify recurring work by improving process design rather than relying only on manual pushing and reminders.
• Identify operational inefficiencies recurring blockers and unclear handoffs then recommend practical improvements.
• Help define standards expectations and service levels for key Service Ops workflows.

Tooling Dashboards and Operational Monitoring:

• Monitor dashboards progress views and recurring operational trackers to ensure leadership has clear visibility.
• Support the structure and maturity of Service Ops workflows in tools such as ConnectWise Manage Power BI and related systems.
• Maintain operational visibility into aging work SLA issues billing/process gaps and other pod-level risks.
• Partner with leadership on metric design operating visibility and practical dashboard usage.

Cross-Functional Coordination:

• Coordinate effectively across Service Project Managers Support Managers Finance and other internal stakeholders.
• Serve as a reliable operational partner who can move work across departments without direct authority.
• Support rapid response and follow-through when service client billing or workflow issues require multi-team coordination.
• Communicate clearly on status risks blockers and next steps.

Automation and Scale:

• Identify manual repetitive work that can be simplified automated or shifted downward appropriately.
• Reduce dependencies on Support Manager for non-technical work
• Help define and support AI automation or workflow-improvement opportunities within Service Ops.
• Measure whether changes are actually reducing manual load and improving consistency for Admin and Associate roles.
• Contribute to building a more scalable pod support model over time.

Qualifications:

• 3 years of experience in service operations business operations project coordination or a related operational role ideally within an MSP IT services or professional services environment.
• Strong follow-through ownership and accountability.
• Ability to manage multiple cross-functional priorities in a fast-paced environment.
• Excellent written and verbal communication skills.
• Strong judgment in ambiguous situations including knowing when to escalate and when to drive resolution directly.
• Experience working with operational tools such as ConnectWise Manage Power BI Excel or similar systems.
• Comfort working across technical and non-technical teams.
• Ability to create structure improve workflows and keep work moving without relying solely on management escalation.
• Strong attention to detail and operational discipline.
• Willingness to operate as a senior individual contributor in a role that is still evolving.

Desirable Qualities:

• Experience in an MSP IT services or professional services environment.
• Experience supporting QBRs client health reporting or service delivery visibility.
• Exposure to billing workflows quote/proposal management utilization tracking or financial process coordination.
• Ability to identify patterns turn ambiguity into structure and improve operating processes.
• Process-oriented mindset with an eye for scale simplification and operational maturity.
• Leadership maturity and the ability to influence outcomes without direct people-management authority.
• Interest in helping shape a growing Service Ops pod model.
• Technical aptitude or interest in service-delivery systems reporting and workflow automation.

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.