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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.
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Managed Services Operations Coordinator, Langley
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Client:
Logicalis
Location:
Langley, United Kingdom
Job Category:
Other
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EU work permit required:
Yes
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Job Reference:
78841caf4786
Job Views:
5
Posted:
14.07.2025
Expiry Date:
28.08.2025
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Job Description:
Job Description
Summary
TheManaged 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
Monitors and manages the managed services ticket queue in real-time.
Prioritizes, categorizes, and assigns tickets based on urgency, impact, and engineer skillset.
Ensures timely escalation of high-priority or SLA-sensitive tickets.
Follows up on unassigned, aging, or breached tickets.
Supports resource scheduling for planned maintenance, change windows, and critical support efforts.
Maintains calendars and change request logs for the Operations team for scheduled upgrades, maintenance windows, and emergency changes to ensure proper communications and coordination across teams.
Adjusts schedules dynamically based on ticket volume, emergencies, or engineer availability.
Acts as a liaison between Tier 1, Tier 2, and Tier 3 support teams to ensure smooth handoffs and communication.
Provides updates to Service Delivery Managers on ticket status and resolution timelines as needed.
Tracks and reports on ticket metrics, SLA compliance, and Engineer performance.
Identifies trends and recommends improvements to reduce ticket backlog and improves response times.
Maintains ticket queue hygiene by performing audits and closing outdated or duplicate tickets.
Demonstrates and actively promotes an understanding and commitment to the mission of Logicalis through performing behaviors consistent with the organization\’s values.
Maintains a working knowledge of applicable Federal, State, and Local laws and regulations as well as policies and procedures of Logicalis in order to ensure adherence in a manner that reflects honest, ethical and professional behaviors.
Supports and conducts self in a manner consistent with customer service expectations.
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. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education/Experience/Technical Requirements/Certifications
Equivalent combination accepted.
Education:
Associate degree in a related field (IT, Computer Science, Business Administration, etc)
Experience / Technical Requirements
2+ years of experience in an MSP or IT service desk environment.
Strong understanding of IT service management (ITSM) and ticketing systems (e.g., ServiceNow, ConnectWise, Autotask, or similar).
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 abilities.
Certifications
None
Other Skills and Abilities
ITIL Foundation Certification or equivalent knowledge of IT service management principles.
Exposure to NOC, SOC, or MSP environments.
Experience with scheduling, resource coordination, and workforce scheduling tools.
Knowledge of common MSP tools (RMM, PSA, documentation platforms).
Proficiency in Excel, Power BI, or similar reporting tools.
Physical Demands
The physical demands described here are representative of those that should be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee isconstantly required to sit,talk, see, hear,and use handsand arms. The employee is frequently required to stand; move about,climb stepsor balance and stoop, kneel, crouch, or crawl. The employee may occasionally lift and/or move up to 10 pounds.
The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified.
Logicalis is an Equal Opportunity Employer. It is our policy to employ people who are qualified by reason of education, training, experience, and demonstrated performance. We value diversity and inclusion at our company. We do not discriminate based on race, color, religion, national origin, sexual orientation, gender identity and gender expression, marital status, age, height, weight, disability, veteran status, or any other reason prohibited by applicable federal or state laws.
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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.
