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- Tasks: Oversee daily managed services tickets and schedule technical resources efficiently.
- Company: Join Logicalis, a leader in IT services, committed to customer satisfaction and innovation.
- Benefits: Enjoy a dynamic work environment with opportunities for growth and development.
- Why this job: Be part of a team that values collaboration and continuous improvement in tech support.
- Qualifications: Ideal candidates have 2+ years in IT service management and strong organisational skills.
- Other info: This role is perfect for those looking to kickstart their career in IT operations.
The predicted salary is between 28800 - 43200 £ per year.
Managed Services Operations Coordinator, Langley
Client: Logicalis
Location: Langley, United Kingdom
Job Category: Other
EU work permit required: Yes
Job Reference: 78841caf4786
Job Views: 8
Posted: 12.08.2025
Job Description
Summary
The Managed Services Operations Coordinator is responsible for overseeing the daily flow of managed services tickets and ensuring efficient scheduling of technical resources. This role is critical in maintaining high levels of customer satisfaction, meeting SLA targets, and optimizing Engineer productivity within a Managed Operations environment.
Essential Duties and Responsibilities
- Monitor and manage the managed services ticket queue in real-time.
- Prioritize, categorize, and assign tickets based on urgency, impact, and engineer skillset.
- Ensure timely escalation of high-priority or SLA-sensitive tickets.
- Follow up on unassigned, aging, or breached tickets.
- Support resource scheduling for planned maintenance, change windows, and critical support efforts.
- Maintain calendars and change request logs for scheduled upgrades, maintenance windows, and emergency changes to ensure proper communication and coordination across teams.
- Adjust schedules dynamically based on ticket volume, emergencies, or engineer availability.
- Act as a liaison between Tier 1, Tier 2, and Tier 3 support teams to ensure smooth handoffs and communication.
- Provide updates to Service Delivery Managers on ticket status and resolution timelines as needed.
- Track and report on ticket metrics, SLA compliance, and Engineer performance.
- Identify trends and recommend improvements to reduce ticket backlog and response times.
- Maintain ticket queue hygiene by performing audits and closing outdated or duplicate tickets.
- Promote understanding and commitment to Logicalis\’s mission and values.
- Ensure adherence to applicable laws, regulations, policies, and procedures.
- Support and demonstrate excellent customer service.
Supervisory Responsibilities
This job has no supervisory responsibilities.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made for individuals with disabilities.
Education/Experience/Technical Requirements/Certifications
- Associate degree in IT, Computer Science, Business Administration, or related field.
- 2+ years of experience in an MSP or IT service desk environment.
- Strong understanding of ITSM and ticketing systems (e.g., ServiceNow, ConnectWise, Autotask).
- Excellent organizational, time management, and multitasking skills.
- Ability to interpret technical information and route tickets appropriately.
- Experience with SLA/KPI tracking and reporting.
- Strong communication and interpersonal skills.
Certifications
None required, but ITIL Foundation or equivalent knowledge is preferred.
Other Skills and Abilities
- Knowledge of MSP tools (RMM, PSA, documentation platforms).
- Proficiency in Excel, Power BI, or similar reporting tools.
- Exposure to NOC, SOC, or MSP environments is a plus.
Physical Demands
Constant sitting, talking, seeing, hearing, and using hands and arms. Frequent standing, movement, and occasional lifting up to 10 pounds. Reasonable accommodations available for disabilities.
Logicalis is an Equal Opportunity Employer. We value diversity and inclusion and do not discriminate based on race, color, religion, national origin, sexual orientation, gender identity, marital status, age, disability, veteran status, or any other protected characteristic.
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Managed Services Operations Coordinator employer: Logicalis
Contact Detail:
Logicalis Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Managed Services Operations Coordinator
✨Tip Number 1
Familiarise yourself with IT service management (ITSM) principles and ticketing systems like ServiceNow or ConnectWise. This knowledge will help you speak confidently about your experience and understanding of the tools used in the role.
✨Tip Number 2
Highlight any experience you have in managing ticket queues and prioritising tasks. Be ready to discuss specific examples where you've successfully handled high-pressure situations or met SLA targets.
✨Tip Number 3
Demonstrate your organisational skills by preparing to discuss how you manage multiple tasks simultaneously. Share strategies you've used in the past to keep track of tickets and ensure timely follow-ups.
✨Tip Number 4
Showcase your communication skills by preparing to explain how you've acted as a liaison between different teams. Being able to convey technical information clearly is crucial for this role, so think of examples that illustrate your ability to facilitate smooth handoffs.
We think you need these skills to ace Managed Services Operations Coordinator
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in managed services or IT service desk environments. Emphasise skills like ticket management, scheduling, and communication, as these are crucial for the role.
Craft a Strong Cover Letter: In your cover letter, explain why you're interested in the Managed Services Operations Coordinator position at Logicalis. Mention specific experiences that demonstrate your ability to manage tickets and coordinate resources effectively.
Highlight Relevant Skills: Clearly outline your understanding of IT service management principles and any experience with ticketing systems like ServiceNow or ConnectWise. This will show that you have the technical knowledge required for the role.
Showcase Your Problem-Solving Abilities: Provide examples in your application of how you've successfully handled high-priority tickets or improved processes in previous roles. This will demonstrate your capability to meet SLA targets and enhance customer satisfaction.
How to prepare for a job interview at Logicalis
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Managed Services Operations Coordinator. Familiarise yourself with ticket management, SLA compliance, and resource scheduling, as these are key aspects of the role.
✨Showcase Your Experience
Prepare to discuss your previous experience in an MSP or IT service desk environment. Highlight specific examples where you've successfully managed tickets, prioritised tasks, or improved processes to demonstrate your capability.
✨Familiarise with ITSM Tools
Since the role requires knowledge of IT service management and ticketing systems, be ready to talk about your experience with tools like ServiceNow or ConnectWise. If you have certifications like ITIL, mention them as they can set you apart.
✨Demonstrate Communication Skills
As a liaison between different support teams, strong communication is essential. Prepare to give examples of how you've effectively communicated in past roles, especially in high-pressure situations or when managing escalations.
