Senior IT Coordinator

• Serve as the internal ITteamlead providing day-to-day direction coaching and mentorship to the IT Coordinator.
• Conduct regular check-ins and provide constructive feedback to support the professional development of junior team members.
• Establish and refine internal IT workflows documentation and standard operating procedures.
• Act as an escalation point for complex support issues that exceed the IT Coordinators scope.

• Act as the primary liaison between IOS users and the MSP ensuring tickets are triaged accurately SLAs are met and user satisfactionremainshigh.
• Monitor ticket queues SLA compliance and service quality; escalate trends or gaps to the Director of Technology.
• Coordinate scheduled maintenance change requests and project work between internal stakeholders and the MSP.
• Participate in regular MSP service reviews and contribute to vendor performance assessments.

• Support andmaintaincompany cloud-based infrastructure software systems and security posture in coordination with the MSP.
• Ensure the security stability and efficiency of all IT systems and databases.
• Monitor backups disaster recovery readiness and data restoration processes.
• Troubleshoot escalated hardware and software issues across all company locations.
• Monitor network performance ensuringuptimeand troubleshooting connectivity issues.
• Coordinate internal incident response activities
• Create andmaintainincident response plans and runbooks.

• Lead or co-lead IT projects ensuringtimelyand efficient implementation of new systems upgrades and process improvements.
• Define project scope timelines and deliverables; delegate tasks to theinternal IT team membersour primaryMSPand/or other Vendor(s)asappropriate.
• Collaborate with cross-functional stakeholders to gather requirements and communicate project status.
• Coordinate with external vendors suppliers and contractors for IT procurement and support services.

• Provide advanced support for staff and users addressing issues with hardware software and network access.
• Develop and deliver IT training sessions for new employees and existing staff on system use software and technology tools.
• Identifyrecurring support themes and recommend proactive solutions to reduce ticket volume.
• Champion a service-oriented IT culture;obtain and implementfeedback toensureend-user satisfaction

• Maintainaccuraterecords of IT assets including software licenses hardware inventory and system configurations.
• Track and manage the lifecycle of IT equipment from procurement to disposal.
• Ensure asset management processes are documented and consistently followed.

• Support local area networks (LAN) wide area networks (WAN) and virtual private networks (VPN) across office and remote locations.
• Monitor system performance of servers and applications hosted in Azure.
• Implement andmaintainnetwork security measures in coordination with the MSP.

• Bachelors degree in information technology Computer Scienceor5-7years of equivalent job experience.
• Certifications such as CompTIA A Network Microsoft Certified IT Professional (MCITP) or Cisco Certified Network Associate (CCNA) are a plus.

• 5-7 years of experience in IT support systems administration network administration or a similar role.
• At least 1-2 years of experience in ateamlead senior or supervisory capacity within IT operations.
• Proven experience managing or closely coordinating with Managed Services Providers and other external vendors.
• Demonstrated experience with IT project management including scoping delegation and delivery.
• Experience with system and network troubleshooting IT support and user training.
• Experience supporting a multi-site organization with distributed teams across multiple states or regions.

• In-depth knowledge of Windowsoperating systems.
• Experience with networking protocols firewalls and VPNs.
• Familiarity with cloud-based systems (Azure Microsoft 365) and database management tools.
• Proficient with Microsoft SharePoint and Microsoft Power Automate.
• Proficient in Microsoft Office Suite and Office 365 administration.
• Experience with IT ticketing systems (e.g. Jira Service Management) and remote support tools.
• Familiarity with endpoint management tools such as Microsoft Intune.
• Working knowledge of Azure Virtual Desktop (AVD) environments and virtual desktop infrastructure.

• Strong project management skills with the ability to manage multiple workstreams and meet deadlines.
• Excellent communication and interpersonal skills with the ability to explain technical concepts to non-technical staff.
• Experience supporting a multi-site organization with distributed teams.
• A proactive approach to problem-solving root cause analysis and continuous improvement.
• Ability to work independently prioritize competing demands and coach others to do the same.
• Experience with IT documentation and knowledge base development.
• Familiarity with ITIL or similar service management frameworks.
• Bilingual is a plus

• Provides day-to-day direction and mentorship to the IT Coordinator.
• Acts as the functional team lead for internal IT operations; does not hold formal direct report authority but is expected to lead by influence and example.

• Occasional travel to company office locations may berequired.
• Ability tolift upto25pounds occasionally.
• Ability to walk sit stand at various times during the day

Required Experience:

Senior IC