Senior IT Coordinator

Job Summary

We are seeking an experienced Senior IT Administrator / Coordinator to join our team. This individual will report directly to the Director of Technology and will serve as an internal team lead for IT operations. The Senior IT Coordinator will work directly with our Managed Service Provider and internal IT support team to provide support to our business and our users, serve as the escalation point for complex technical issues, and provide mentorship and guidance to the IT Team.

This role combines hands-on technical work with leadership responsibilities, including project oversight, process improvement, MSP Governance, and providing top-tier customer service to our users. The ideal candidate will bring strong technical depth, proven ability to provide high-level customer service, and a track record of leading small teams or serving in a senior individual contributor capacity.

IOS is a growth-oriented organization that actively acquires businesses, expanding our geographic footprint and user base. This role will play a key part in ensuring IT readiness for integrating newly acquired locations and teams into our standardized technology environment.

Duties/Responsibilities

Team Leadership:

• Serve as the internal IT team lead, 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 Coordinator’s scope.
  
  
  

MSP Relationship / Coordination of Support:

• Act as the primary liaison between IOS users and the MSP, ensuring tickets are triaged accurately, SLAs are met, and user satisfaction remains high.
• 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.
  
  
  

IT Systems Administration & Security:

• Support and maintain company 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, ensuring uptime and troubleshooting connectivity issues.
• Coordinate internal incident response activities
• Create and maintain incident response plans and runbooks.
  
  
  

Project Oversight:

• Lead or co-lead IT projects, ensuring timely and efficient implementation of new systems, upgrades, and process improvements.
• Define project scope, timelines, and deliverables; delegate tasks to the internal IT team members, our primary MSP, and/or other Vendor(s), as appropriate.
• 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.
  
  
  

User Support & IT training:

• 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.
• Identify recurring support themes and recommend proactive solutions to reduce ticket volume.
• Champion a service-oriented IT culture; obtain and implement feedback to ensure end-user satisfaction
  
  
  

Inventory & Asset Management:

• Maintain accurate records 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.
  
  
  

Network Administration:

• 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 and maintain network security measures in coordination with the MSP.
  
  
  

Minimum Requirements

Education: 

• Bachelor’s degree in information technology, Computer Science, or 5-7 years of equivalent job experience.
• Certifications such as CompTIA A , Network , Microsoft Certified IT Professional (MCITP), or Cisco Certified Network Associate (CCNA) are a plus.
  
  
  

Experience: 

• 5-7 years of experience in IT support, systems administration, network administration, or a similar role.
• At least 1-2 years of experience in a team lead, 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.
  
  
  

Technical Skills: 

• In-depth knowledge of Windows operating 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.
  
  
  

Preferred Qualifications: 

• 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
  
  
  

Supervisory Responsibilities:

• 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.
  
  
  

Physical Requirements:

• Occasional travel to company office locations may be required.
• Ability to lift up to 25 pounds occasionally.
• Ability to walk, sit, stand at various times during the day