IT Service Coordinator

STACK IT Recruitment•Toronto, ON

4d•CA$65,000 - CA$85,000•Onsite

About The Position

We’re looking for an IT Service Coordinator to join a growing managed IT and cybersecurity organization in a role that combines client service, technical coordination, vendor management, and service delivery. You’ll act as the connection between clients, technical staff, vendors, and leadership - coordinating tickets, projects, schedules, and service delivery while helping ensure SLAs and client expectations are met. The role also supports managed building technology services across commercial property portfolios, so you’ll have the opportunity to work across both traditional IT and operational technology environments. This is a great fit for someone with a technical support or IT background who wants to move further into service coordination, client management, and operations.

Requirements

2–3+ years of experience in technical support, service coordination, customer service, or a similar role
Previous experience in an IT, MSP, or managed services environment is strongly preferred
Minimum Level 1 hands-on technical experience
Direct hands-on experience with an RMM and PSA platform
Experience with HaloPSA and/or NinjaOne is a strong asset; AutoTask, ConnectWise, or similar platforms will also be considered
Strong understanding of IT service management principles
Familiarity with network infrastructure, operating systems, virtualization, and cloud technologies
Experience coordinating projects involving multiple stakeholders
Experience coordinating third-party vendors is an asset
Strong organizational and time-management skills
Excellent written and verbal communication skills
Comfortable communicating with both technical and non-technical stakeholders, including C-level clients
Strong problem-solving and analytical skills
Genuine technical aptitude and the ability to understand and communicate technical issues

Responsibilities

Manage service requests and tickets, ensuring timely and effective delivery
Coordinate service schedules between clients, technical staff, and vendors
Track SLAs, open issues, project milestones, and deliverables
Coordinate client onboarding, transitions, and infrastructure projects
Communicate service updates, priorities, and escalations to clients
Provide training and support to clients on service delivery tools and systems
Maintain strong relationships with clients, including senior and executive stakeholders
Coordinate IT and building technology services across multi-site commercial properties
Support operational technology (OT) service coordination
Coordinate third-party vendors, including onboarding, access requests, and vendor-performed work
Track service, project, and vendor activity across individual properties
Work with property management stakeholders on scheduling, escalations, and status updates
Act as the day-to-day liaison between leadership and the technical team
Translate priorities into clear, actionable direction for technical staff
Identify and communicate risks, blockers, and service delivery issues to leadership
Track service metrics and provide reporting on SLA performance, trends, and areas for improvement
Help leadership identify opportunities to improve service quality and efficiency
Maintain accurate documentation across tickets, projects, and processes using Hudu
Audit documentation quality and ensure information is kept current
Identify opportunities to improve service delivery processes and team efficiency
Participate in quality assurance and continuous improvement initiatives
Research tools and technologies that could improve service delivery
Monitor service delivery costs and help ensure services are delivered within budget
Participate in an on-call rotation for critical after-hours service needs