IT Operations Coordinator

• We are an IT Services & Solutions Provider based in Khalidiya, Abu Dhabi, providing IT support services to our customers covering Abu Dhabi & Dubai.
• We deliver Managed IT Services (AMC), Microsoft 365, cybersecurity, networking, backup solutions, compliance and IT projects.
• We are looking for a disciplined and proactive IT Operations Coordinator to manage daily service operations and ensure structured, reliable delivery to our clients.
• This role serves as the central point for coordinating all service operations, including managing support tickets, scheduling engineers, monitoring SLAs, ensuring accurate documentation, and maintaining clear and proactive client communication.
• It acts as the control hub for daily service delivery, with occasional site visits to support coordination and ensure service quality.

Responsibilities

• Act as the single point of contact for clients for all projects and support-related matters.
• Monitor and update the ticketing system daily with accurate and timely information.
• Assign support tickets to engineers, monitor progress, and ensure SLA adherence.
• Manage appointments, schedules, site visits, and workload distribution of the technical team.
• Collect and verify ticket updates, ensuring time entries and resolutions are properly logged.
• Process all jobs with accuracy and timeliness, maintaining complete records.
• Track and monitor all ongoing jobs and support tickets; follow up closely until resolution.
• Conduct post-service follow-ups and collect customer feedback and surveys to measure satisfaction and loyalty.
• Keep clients informed on progress, delays, or escalations in a professional manner.
• Respond promptly to client complaints, suggestions, and after-sales support requests.
• Coordinate purchase requests, deliveries, and project completion updates.
• Work closely with the sales and finance departments for billing, timesheet approvals, and timely invoicing.
• Provide excellent customer service and continuously identify ways to improve the client experience.
• Maintain service dashboards, daily/weekly/monthly reports, and performance metrics.
• Track SLA achievements and monitor the performance of each support engineer.
• Maintain service documentation, trackers, and checklists with up-to-date information.
• Monitor team attendance, utilization, and key performance indicators (KPIs).
• Answer phone calls, respond to emails, and prepare official correspondence and reports.
• Support management in preparing SLA, satisfaction, and engineer productivity reports.
• Perform assigned admin duties with accuracy and confidentiality.
• Support management in continuous process improvement and service quality initiatives.
• Visiting client locations and meetings if required.

Skills Required:

• Dynamic & Self Motivated.
• Minimum 3 years of experience in a similar role (Operations, Service Coordination).
• Strong command of English (written and spoken).
• Excellent phone and email communication skills with professional etiquette.
• Strong problem-solving ability and capable of working both independently and collaboratively.
• Proven track record of reliability, performance, and accountability.
• Excellent organizational and multitasking skills with close attention to detail.
• Ability to manage time, plan daily activities, and meet deadlines effectively.
• Strong customer service orientation and client-handling confidence.
• Proficiency in Microsoft 365 (Excel, Outlook, Teams, Word, and SharePoint).
• Familiarity with ticketing systems.
• Ability to work under pressure and maintain composure in challenging situations.
• Professional demeanor, well-presented, and client-facing attitude.
• Quick learner, adaptable, and able to grasp new tools or processes rapidly.
• Excellent interpersonal and coordination skills across departments.
• Demonstrated ability to handle administrative and documentation tasks accurately.
• Committed to maintaining a positive and sol