MSSP Service Coordinator

Louisiana Technology Group•Metairie, LA

4d•Hybrid

About The Position

LATG is a Women Owned Managed Security Service Provider (MSSP) delivering around-the-clock SOC/NOC operations and managed services to SLED, Commercial, K‑12, and Federal customers. We help organizations achieve measurable resilience, operational uptime, and regulatory compliance through a pragmatic, service-first approach. The MSSP Service Coordinator is the operational heartbeat between LATG's SOC/NOC, our customers, and internal engineering teams. You will orchestrate service delivery , coordinate incident/alert workflows , own ticket lifecycle and SLAs , and ensure engagements align with compliance frameworks including CMMC, HIPAA, and PCI . This is an execution-focused role that blends customer advocacy, technical coordination, process rigor, and reporting.

Requirements

3–5+ years in MSSP/MSP operations, SOC/NOC coordination, Service Delivery, or ITSM in a multi-tenant environment.
Hands-on experience with ConnectWise PSA
Strong grasp of ITIL processes (incident, request, change, problem) and SLA governance.

Nice To Haves

Experience supporting Commercial , SLED, K‑12, and/or Federal environments; understanding of funding cycles, procurement, and reporting nuances.
Familiarity with AI OPS, Generative AI, Automation and Orchestration tools.
Certifications (one or more): ITIL 4 , CompTIA Security+ / Network+ / CySA+ , Microsoft SC‑200/SC‑900 , Splunk Core User/Power User , PMP or PMI-ACP .

Responsibilities

Own end-to-end ticket lifecycle management across security and network operations.
Coordinate response across SIEM/EDR/SOAR alerts, vulnerability findings, change requests, and network events to meet or exceed SLA/SLO targets.
Facilitate daily standups and shift handoffs; maintain shift runbooks and service calendars (patch windows, change freezes, maintenance).
Manage onboarding/offboarding for new customers and services.
Serve as the primary operational point of contact for customers.
Schedule and run operational review meetings (weekly/monthly/quarterly), including KPI/metrics reviews and continuous improvement actions.
Coordinate with account managers and engineers for scoped project work, changes, and renewals.
Ensure operational processes and documentation align to CMMC , HIPAA , and PCI DSS requirements.
Track exceptions, risks, and remediation plans; maintain traceability between controls, procedures, and service artifacts .
Drive incident coordination (war rooms/bridges), enforce communications cadence, and manage RCA deliverables with corrective actions.
Maintain problem management backlog; coordinate eradication tasks and knowledge base updates.
Produce and refine service dashboards and customer-facing reports: SLA, MTTA/MTTR, alert volumes, patch/vuln status, change success rates, incident trends, and compliance posture.
Identify automation and process optimization opportunities; work with engineering to implement.
Operate within LATG's service stack (e.g., ticketing/ITSM , SIEM/EDR , SOAR , NMS , VMS , CMDB ) and ensure data hygiene.
Contribute to knowledge articles, runbooks, and playbooks ; champion ITIL-aligned best practices.