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 improvementMSP Governanceand providing top-tier customer service to our users. The ideal candidate will bring strong technical depth proven ability to provide high-level customer service anda track recordof leading small teams or serving in a senior individual contributor capacity.

IOS is a growth-oriented organization that activelyacquiresbusinesses expanding our geographic footprint and user base. This role will play a keypartin ensuring IT readiness for integrating newlyacquiredlocations and teams into our standardized technology environment.

Duties/Responsibilities

Team Leadership:

• 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.

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 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.

IT Systems Administration& Security:

• 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.

Project Oversight:

• 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.

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.
• Identifyrecurring support themes and recommend proactive solutions to reduce ticket volume.
• Champion a service-oriented IT culture;obtain and implementfeedback toensureend-user satisfaction

Inventory & Asset Management:

• 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.

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 andmaintainnetwork security measures in coordination with the MSP.

MinimumRequirements

Education:

• 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.

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 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.

Technical Skills:

• 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.

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 berequired.
• Ability tolift upto25pounds occasionally.
• Ability to walk sit stand at various times during the day

Required Experience:

Senior IC