We are seeking a highly organized and detail-oriented IT Project Management Coordinator to join our Managed Services Team in the Philippines. The ideal candidate will have exceptional communication, organization, and planning skills, and will play a crucial role in managing the flow of service tickets, ensuring timely ticket assignment, and prioritizing tasks to meet SLAs. This position is essential in keeping the team on track, ensuring efficient service delivery, and maintaining high levels of client satisfaction. 

Key Responsibilities: 

• Ticket Management: 
  • Oversee the end-to-end management of service tickets, including logging, tracking, and closing tickets within the ticketing system. 
  • Ensure tickets are correctly prioritized based on urgency and impact, aligning with SLAs. 
• Ticket Assignment: 
  • Assign tickets to the appropriate team members based on skill set, workload, and availability. 
  • Monitor ticket progress and reassign or escalate tickets as necessary to ensure timely resolution. 
• Service Level Agreements (SLAs): 
  • Track and manage SLAs, ensuring all tickets are resolved within the agreed timeframes. 
  • Regularly review and report on SLA performance, identifying areas for improvement. 
• Team Coordination: 
  • Act as a central point of communication for the Managed Services Team, ensuring that all team members are aligned and informed about ticket status and priorities. 
  • Schedule and coordinate team meetings to review ticket status, discuss challenges, and plan next steps. 
• Client Communication: 
  • Maintain clear and professional communication with clients regarding ticket status, resolutions, and any issues that arise. 
  • Collaborate with the Service Delivery Manager to address client concerns and ensure a high level of customer satisfaction. 
• Process Improvement: 
  • Continuously assess and improve ticket management processes to enhance efficiency and service delivery. 
  • Provide input on tools and systems that could improve team performance and service quality.

Qualifications: 

• Proven experience in a coordination or support role, preferably in IT Managed Services. 
• Strong organizational skills with the ability to manage multiple tasks and priorities simultaneously. 
• Excellent communication skills, both written and verbal. 
• Familiarity with ticketing systems and ITIL processes is an advantage. 
• Ability to work independently and as part of a remote team. 
• Detail-oriented with strong problem-solving skills. 
• Experience working with Salesforce/MuleSoft is a plus 

Education: 

• A degree in Information Technology, Business Administration, or a related field is preferred but not required.