Operations Coordinator

**Job Overview**
We are seeking a highly organized and detail-oriented Operations Coordinator to join our team.

This position offers an opportunity to contribute to a dynamic environment where organizational skills and professionalism are highly valued.

**Duties**

**Client Communication & Success**
- Ensure technicians maintain consistent, professional communication with clients throughout ticket lifecycles.
- Monitor open tickets and projects to verify that clients receive timely updates and accurate information.
- Follow up internally with team members when communication or follow-through is delayed.
- Review client feedback and CSAT responses; identify patterns or concerns and escalate them to management.
- Maintain visibility into overall client satisfaction, ensuring Umbrella IT’s service standards are upheld across all accounts.
- Provide exceptional customer support and phone etiquette to clients and vendors

**Administrative & Billing Support**
- Verify monthly client invoices, including service bundles, licensing, and hourly work.
- Assist with bookkeeping tasks and financial record keeping
- Track billable hours and ensure proper documentation for invoicing.
- Assist with contract renewals, agreement updates, and license reconciliations.
- Manage vendor quotes, purchase orders, and recurring subscriptions.
- Ensure organization of office supplies and maintain a clean, professional work environment
- Coordinate scheduling and appointments for various departments or professionals

**Internal Operations**
- Relay key client information to the technical and sales teams to maintain alignment on priorities.
- Assist management with reporting—such as revenue summaries, technician utilization, and client feedback.
- Support internal process improvements and help document SOPs to increase efficiency.

**Service Desk Coordination**
- Manage the service desk queue to ensure tickets are properly assigned, prioritized, and responded to promptly.
- Facilitate daily/weekly syncs with technicians to review workload and deadlines.
- Track service delivery metrics (response time, resolution time, open tickets, etc.) and provide updates to leadership.
- Ensure internal documentation, worksheets, and ClickUp tasks are kept current.

**Requirements**:
**Experience & Background**
- 2+ years in an administrative, service coordination, or client success role — ideally in a **Managed IT Services, telecom, or other service-based business**.
- Familiarity with **ticketing systems** (e.g., Syncro, Autotask, ConnectWise, or similar) and **project/task platforms** like ClickUp or Asana.
- Experience handling **invoicing, time tracking, or service agreements** using QuickBooks, Xero, or equivalent.
- Comfortable working in **Microsoft 365 and Teams** for daily communication, scheduling, and documentation.

**Skills & Qualities**
- Excellent **communication and follow-up skills** — confident managing technicians and ensuring timely client updates.
- Strong **attention to detail** and organizational skills; enjoys checklists, structure, and consistent processes.
- Ability to **prioritize multiple requests** calmly and efficiently without losing track of deadlines.
- Tech-savvy with a good grasp of how business IT environments operate (you don’t need to fix computers, but you know what a ticket or RMM alert means).
- A **team-first mindset** — able to coordinate between sales, service, and management while keeping everyone aligned.
- Proactive about spotting issues before they become problems (missed updates, delays, billing gaps, etc.).

**Work Environment**
- Full-time position (in-office or hybrid depending on location).
- Standard business hours, no on-call rotation.

Pay: $45,000.00-$75,000.00 per year

**Benefits**:

- Casual dress
- Dental care
- Extended health care
- On-site parking
- Paid time off
- Vision care
- Work from home

Work Location: Hybrid remote in Burnaby, BC V5J 5E2