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About the Role

We are seeking an IT Service Coordinator to join a growing managed IT and cybersecurity organization. This role combines client service, technical coordination, vendor management, and service delivery, acting as the connection between clients, technical staff, vendors, and leadership. You will coordinate tickets, projects, schedules, and service delivery, ensuring SLAs and client expectations are met. The role also supports managed building technology services across commercial property portfolios, offering exposure to both traditional IT and operational technology environments. This is an ideal position for someone with a technical support or IT background looking to advance into service coordination, client management, and operations.

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.

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.

Skills

Technical Support
Service Coordination
Customer Service
IT Service Management
Network Infrastructure
Operating Systems
Virtualization
Cloud Technologies
Project Coordination
Vendor Coordination
RMM Platform
PSA Platform
HaloPSA
NinjaOne
AutoTask
ConnectWise
Hudu

Location

Toronto, ON

Work Type

Fully Onsite
On-call
After hours support

Experience Level

2-3+ years

Salary/Compensations

$65,000–$85,000

Benefits

Performance Bonus Eligibility
Paid Time Off
Extended Health Benefits (Medical/Dental/Vision)
Professional development, training, and certification opportunities

About the Company

STACK IT Recruitment connects top talent with standout opportunities.
We are committed to diversity and inclusion.
STACK IT uses AI-enhanced tools to support initial candidate screening and interview note analysis. All assessments and hiring decisions remain human-led.

Equal Opportunity

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