IT Service Coordinator (MSP)

About Us
BayNS is a Managed Service Provider (MSP), located in California, specializing in IT solutions for architectural firms. Our clients depend on us to manage and maintain their IT environments, including Autodesk products (AutoCAD, Revit), Bluebeam, SketchUp, Adobe Creative Suite (Photoshop, Illustrator, InDesign), and Microsoft 365.
We are looking for an IT Service Coordinator who will ensure all support tickets, extended requests, and IT projects are handled efficiently and on time while also providing first-level client communication.

How to Apply:
If you are interested in this position, please send us your resume and a cover email explaining why you are the right fit for this role.


Position Summary
The IT Service Coordinator will manage and track the progress of support tickets and projects, assign tasks, maintain schedules, and ensure timely completion of all client requests. This role will also act as the primary client contact for updates and communication, and attend client meetings.
The ideal candidate is highly organized, process-driven, and has hands-on technical experience in IT support at an MSP.

Key Responsibilities:

Operational Coordination
• Monitor the ticketing system (Zoho Desk) and ensure tickets are prioritized, assigned, and progressing within SLA.
• Use ClickUp for planning extended tasks and IT projects.
• Use Resource Guru for weekly team workload planning and scheduling.
• Track all deadlines and ensure no request is missed.

Client Communication & Relationship Management
• Act as the first point of contact for clients needing updates or information about open tickets, projects, and deployments.
• Ensure timely and proactive communication with clients regarding progress and next steps.
• Attend bi-weekly client meetings to review open tickets, pending items, and project timelines.

Technical Support & Escalation

• Provide hands-on technical assistance for tickets when needed (e.g., during staff shortages or escalations).

• Troubleshoot and resolve technical issues related to:
• Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)
• Autodesk products (AutoCAD, Revit)
• Bluebeam, SketchUp
• Adobe Creative Suite (Photoshop, Illustrator, InDesign)
• General IT (network connectivity, printers, user accounts, etc.)

• Serve as a backup for tea ---------- mbers during absences or high workload periods.

Process & Workflow Management
• Ensure processes for ticket handling, escalation, and communication are followed.
• Suggest improvements to workflows for better efficiency and client satisfaction.
• Maintain documentation of procedures and best practices.

Requirements
• Experience working for an MSP in IT support (minimum 3 years preferred).
• Strong organizational and task management skills with the ability to manage multiple priorities.
• Hands-on technical support experience, including:
o Windows desktop environments
o Office 365 administration
o Autodesk and design-related software troubleshooting
• Experience with:
o Ticketing systems (Zoho Desk preferred)
o Project management tools (ClickUp or similar)
o Resource scheduling tools (Resource Guru or similar)
• Excellent written and verbal communication skills; able to interact professionally with clients.
• Strong problem-solving, logic, and common sense approach.
• Comfortable leading client-facing conversations and meetings.
• Ability to work independently and collaboratively in a fast-paced environment.

Preferred Qualifications
• Prior experience coordinating service delivery or acting as a dispatcher in an MSP environment.
• ITIL Foundations or similar certification.
• Familiarity with MSP workflows, SLAs, and remote monitoring tools (RMM).
• Basic understanding of network infrastructure and security concepts.

Key Performance Indicators (KPIs)
• SLA compliance rate for tickets.
• On-time completion of scheduled tasks and projects.
• Client satisfaction scores and communication responsiveness.
• Reduction of overdue tickets and escalations.
• Team resource planning accuracy.

If you are a self-motivated individual with a passion for technology and to provide exceptional customer service, we encourage you to apply for this exciting opportunity.