IT Operations Coordinator

Full-time (Hybrid work model available)

Haida Gwaii

2+ years

$35+/hr

Coordinate IT operations, manage projects, support payroll, and maintain client relationships for our MSP. Help drive efficiency and client satisfaction in a dynamic, growing team.

Responsibilities

Sales Order Tracking

Milestone Monitoring: Maintain a tracker of all active sales orders and vendor engagements. Confirm key deliverables, dependencies, and lead times.
Vendor Liaison: Serve as the primary contact for vendors—following up on order status, resolving shipment or service delays, and ensuring vendor invoices align with purchase orders.
Receipts: Organize vendor and company invoices and receipts for reconciliation.

Project Oversight

Deliverable Tracking: Keep up to date on projects and their developments.
Maintain Communications: Ensure key personnel are informed of any changes.

Ticketing System Oversight

Proactive Follow-Up: Review the ticket queue, identify tickets pending updates, and reach out to assigned technicians to ensure timely progress.
Escalation Management: Flag high-priority or stalled tickets, escalate appropriately, and coordinate with team leads to resolve roadblocks.
Reporting: Generate weekly ticket summary reports highlighting SLA compliance, aging tickets, and resource bottlenecks.

Payroll Administration

Time Collection: Coordinate with staff to collect and validate timesheets through our time-tracking system, clarifying any discrepancies.
Submission & Verification: Compile hours, prepare payroll submissions, and work with accounting to verify accuracy, ensuring on-time pay runs.
Record Keeping: Maintain confidential payroll records and assist with any audit requests or reporting needs.

Documentation & Knowledge Management

Organization: Assist with organizing and maintaining Standard Operating Procedures (SOP), policies, and process documentation.

Meeting Support & Follow-Up

Note Taking: Attend internal and client meetings, capture comprehensive minutes, and ensure critical decisions are documented.
Action Item Management: Draft clear, prioritized action items, assign responsibilities, and track completion through to closure.
Follow-Up: Send post-meeting summaries within 24 hours and monitor task status, nudging assignees as needed.

CRM & Client Relationship Support

Data Integrity: Keep our CRM (e.g., Autotask or ConnectWise) up to date—managing client contacts, opportunity statuses, renewal dates, and engagement notes.
Client Updates: Draft and distribute regular status reports, project summaries, and newsletters, translating technical details into clear, business-focused language.
Feedback Loop: Coordinate client satisfaction surveys, compile results, and present actionable insights to leadership.

Requirements

Minimum 2 years in an administrative, operations, or project-coordination role, preferably within an IT services or MSP environment.
Demonstrated ability to manage multiple concurrent tasks, set priorities, and meet deadlines in a fast-paced setting.
Comfortable navigating ticketing platforms (Autotask), CRM systems, Microsoft 365.
Outstanding written and verbal skills; able to craft concise client-facing communications, detailed internal documentation, and adept at translating discussions into tasks.
Proactive mindset with strong attention to detail; able to anticipate issues and propose solutions before they escalate.
Team player who thrives in a supportive environment and seeks continuous process improvement.

Compensation

Starting at $35/hr, with structured merit-based increases