Account Coordinator (Onsite IT Operations)

The Account Coordinator is responsible for supporting day-to-day onsite IT operations by coordinating technician staffing, managing attendance, ensuring service continuity, and acting as a liaison between the delivery team and the customer. This role combines operational coordination, administrative oversight, and hands-on technical support when needed.

Team Coordination & Attendance Management 

• Manage daily attendance for a team of ~20 onsite IT technicians 
• Track, review, and validate technician timekeeping and schedules 
• Prepare and submit accurate weekly timesheets to the customer 
• Ensure proper coverage across all shifts and service areas

Resource Management & Backfill Coordination 

• Coordinate immediate backfill resources for unplanned absences or call-offs 
• Maintain a roster of available technicians for quick deployment 
• Open and manage job requisitions for backfills due to resignations or staffing gaps 
• Partner with recruiting teams to ensure timely onboarding of new resources

Customer & Escalation Management 

• Serve as a primary point of contact for onsite operational issues 
• Address and resolve day-to-day escalations related to staffing, coverage, or service delivery
• Communicate proactively with customer stakeholders regarding staffing updates and service impacts

Operational & Administrative Support 

• Maintain accurate records of attendance, staffing changes, and coverage plans 
• Ensure compliance with contractual staffing requirements and SLAs 
• Support reporting and operational metrics as needed

Technical Support & Coverage 

• Provide hands-on IT support when required to cover resource gaps 
• Troubleshoot basic to intermediate technical issues across end-user devices and systems
• Ensure minimal disruption to services during staffing shortages

Asset & Logistics Coordination 

• Manage onsite service vehicle used for equipment delivery and logistics 
• Coordinate maintenance activities (e.g., oil changes, repairs, inspections) 
• Support equipment transportation and deployment as needed