Technical Engineering Coordinator

Job Description: Technical Engineering Coordinator (TEC)

Job Overview

The Technical Engineering Coordinator (TEC) is the operational backbone and a critical strategic hire for the IT Engineering Department. Operating as a non-technical administrative layer, the TEC acts as the department's primary Gatekeeper and Quality Assurance (QA) layer. The core mission of this role is to absorb organizational overhead, eliminate knowledge silos, and optimize engineer scheduling.

By managing the "Tetris" of the calendar and enforcing strict process hygiene, the TEC liberates senior engineering leadership to focus on strategy and maximizes the department's Effective Billable Rate (EBR).

Core Roles & Responsibilities

1. Board Management & "Gatekeeper" Function

• Escalation Gatekeeping: Enforce the "Escalation Gate." Intercept incoming tickets from Tiers 1–3 to ensure they include a completed "Steps Taken" log and updated SOP link before routing to an engineering pod. Send substandard requests back to lower tiers to protect high-cost engineering talent.
• Ticket Hygiene & Auditing: Monitor and audit the engineering boards continuously. Ensure every ticket has an accurate status and that all engineers complete their "Time Entry" by the End of Day (EOD).
• Batching Protocol: Batch escalations systematically instead of allowing engineers to "cherry-pick" tasks from the queue. Prepare these batched queues for the daily 9:00 AM pod stand-ups.

2. Resource Allocation & "Tetris" Scheduling

• Capacity Modeling: Manage engineer schedules using the strict 60/30/10 Capacity Model:
  • 60% Primary Focus: Dedicated to deep-work projects and Tier 3 escalations in their specialty.
  • 30% Secondary Focus: Acting as a backup for sister pods (handling overflow and peer-reviewing documentation).
  • 10% Professional Development: Time block allocated for designated certification tracks.
• Deep Work Protection: Schedule and shield strict "Deep Work" blocks (e.g., 1:00 PM to 4:00 PM) for the pods, ensuring no meetings or administrative interruptions occur.

• Escalation Routing: Automatically route tickets to a pod's Primary Specialist. If that specialist is at capacity, seamlessly reroute the task to the designated Secondary Specialist in the sister pod.
• Velocity & Capacity Tracking: Track pod "Velocity" (actual time vs. estimated time on high-level projects). Flag constraints to the Director of IT Engineering when a pod consistently hits 100% capacity (e.g., rebalancing headcounts between Cloud and Network pods).

3. Documentation "Police" & Compliance

• The "Client Bible" Custodian: Transition all engineering documentation from individual memory to the standardized "Client Bible."
• Go-Live Gatekeeper: Audit documentation midway through customer implementations. If the documentation is not certified as "Level 2 Ready," freeze the project and bar it from moving into the "Go-Live" phase.
• Compliance Enforcement: Restrict engineers from closing projects on the board until the "Documentation Link" field is populated, verified, and audited.
• Scorecard Management: Maintain and track each engineer's Documentation Compliance Score to support the department's 90% bonus threshold requirement.

4. Operational Metrics & Performance Tracking

• Pod Leaderboard Reporting: Publish a monthly "Pod Scorecard" that tracks and visualizes:
  1. Cert Progress: Track how close each pod is to its collective Tier 2 certification goals.
  2. Velocity: Monitor completed high-level projects against estimated timelines.
  3. Knowledge Transfer: Document the volume of recurring Tier 3 issues successfully "pushed down" to Tiers 1/2 via scripts or updated SOPs.
• Utilization Auditing: Audit and track the 75% weekly/monthly "Specialization Utilization" target, ensuring billable hours are split accurately between Primary tasks (80%) and Secondary/cross-training tasks (20%).
• Collaboration & Incentives Administration: Manage the peer-recognition "Collaboration Points" system and track engineering "Automation Bounties" (Kill the Ticket bonuses) to reward engineers who script out repetitive tasks.

Key Performance Indicators (KPIs)

• Documentation Compliance: Maintain a >90% department-wide accuracy rating for the "Client Bible" and Go-Live audits.
• Time Entry Compliance: Achieve a 100% EOD completion rate for engineer time tracking.
• Resource Utilization: Maintain stabilized engineering billable utilization at or above 75% across all 4 pods through balanced scheduling.

• SLA & Escalation Accuracy: 0% of tickets leaked to pods without proper "Steps Taken" logs or alignment with Primary/Secondary specialization rules.

Job Qualifications & Requirements

Experience & Skills

• Experience: 3 years in an operational coordination, project management, or dispatch role within an IT department or Managed Service Provider (MSP).
• Process Driven: A natural "rule-enforcer" who enjoys creating structure out of chaos and holding technical teams accountable to documentation guidelines.
• System Savvy: Proficiency with PSA/Ticketing tools (e.g., ConnectWise, Autotask), scheduling software, and documentation platforms (e.g., IT Glue).
• Analytical Aptitude: Ability to read data trends related to capacity, utilization metrics, and project velocity.
• Communication: Exceptional written and verbal communication style; comfortable acting as a firm but collaborative gatekeeper between technical pods and external teams.

Preferred Qualifications

• Familiarity with ITIL v4 frameworks or Project Management certifications (e.g., CompTIA Project , CAPM).
• Prior experience working specifically within a pod-based engineering environment.

EEO Statement:

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.

Salary : $69,000 - $70,000