IT Service Support Coordinator

About TAUTO

TAUTO is a premier Managed IT Services Provider (MSP) with a focused specialization in the hospitality industry. We partner with hotels, resorts, restaurants, and hospitality management groups to deliver end-to-end technology solutions — from network infrastructure and cybersecurity to cloud platforms and day-to-day IT support. Our team brings deep industry expertise, a client-first service culture, and the technical horsepower to keep hospitality operations running at peak performance around the clock. At TAUTO, our people are our greatest asset, and we are committed to building a team that is skilled, collaborative, and passionate about excellence.

Position Overview

TAUTO is seeking a detail-oriented and proactive IT Service Support Coordinator to join our Service Division. This role reports directly to the Service Division Manager and serves as a critical operational hub - coordinating service requests, managing ticketing workflows, tracking project progress, and supporting the day-to-day administrative and scheduling functions of our service team. The ideal candidate brings a solid foundation in technology, exceptional organizational skills, and a collaborative approach to working with both internal teams and external hospitality clients.

Key Responsibilities

• Serve as the primary point of coordination for incoming service requests, ensuring all tickets are properly logged, categorized, prioritized, and assigned within the ticketing platform.
• Monitor open tickets and service queues to ensure SLA targets are met; escalate unresolved or at-risk items to the Service Division Manager as appropriate.
• Manage and maintain the service team's scheduling, dispatch coordination, and workflow to optimize technician utilization and client response times.
• Create, update, and distribute project tracking documentation, status reports, and milestone charts using Microsoft Office tools, including Excel, Word, PowerPoint, and Project.
• Coordinate with clients and internal team members to schedule on-site and remote support engagements, hardware deployments, and planned maintenance windows.
• Develop and maintain organized filing systems for service records, client documentation, vendor communications, and project deliverables.
• Assist the Service Division Manager with preparation of client-facing reports, internal operational summaries, and performance metrics.
• Facilitate communication between service technicians, project teams, and clients to ensure transparency and timely updates throughout the service lifecycle.
• Support onboarding of new clients by coordinating intake documentation, environment assessments, and initial service setup tasks.
• Contribute to continuous improvement initiatives by identifying workflow inefficiencies and recommending process enhancements.

Required Qualifications

• Minimum 2 years of experience in a service coordination, IT support, or administrative role within a technology-focused environment.
• Foundational understanding of IT concepts, including networking basics, hardware, software applications, and cloud services.
• Advanced proficiency in the full Microsoft 365 suite: Outlook, Word, Excel (including charts, formulas, and data visualization), PowerPoint, Teams, and SharePoint.
• Demonstrated ability to create project timelines, Gantt charts, and progress tracking documentation using Microsoft Excel or Microsoft Project.
• Hands-on experience with a professional IT service management (ITSM) or ticketing platform - ConnectWise Manage, ConnectWise Automate, or ServiceNow strongly preferred.
• Strong written and verbal communication skills with the ability to interface professionally with clients, vendors, and internal stakeholders.
• High degree of organizational ability with the capacity to manage multiple concurrent priorities in a fast-paced service environment.
• Demonstrated ability to work independently, take ownership of assigned responsibilities, and exercise sound judgment.

Preferred Qualifications

• Prior experience working within a Managed Services Provider (MSP) environment.
• Familiarity with the hospitality industry and the unique technology and operational needs of hotel, resort, or food service clients.
• Experience coordinating M365 tenant administration tasks, user onboarding/offboarding, or SharePoint environment management.
• Exposure to cybersecurity platforms, endpoint management tools, or network monitoring solutions.
• Associate's or Bachelor's degree in Information Technology, Business Administration, or a related field - or equivalent professional experience.
• CompTIA A+, ITIL Foundation, or Microsoft 365 Fundamentals (MS-900) certification is a plus.

Compensation & Benefits

TAUTO offers a competitive, knowledge- and experience-based compensation structure. We recognize that talent comes in many forms and are committed to rewarding candidates commensurate with their demonstrated skills and professional background.

• Competitive salary commensurate with knowledge and experience
• Comprehensive benefits package including health, dental, and vision coverage
• Paid time off and company-observed holidays
• Professional development support including certifications and training
• Collaborative, growth-oriented team culture
• Exposure to cutting-edge MSP technologies and enterprise hospitality clients

Equal Opportunity Employer

TAUTO is a full equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other characteristic protected by applicable law

How to Apply

Qualified candidates are encouraged to submit a resume and brief cover letter to:

service@tauto.com

Subject Line: IT Service Support Coordinator — Application

www.tauto.com | (212) 363-9200

Pay: $45,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Health insurance
• Paid time off
• Retirement plan

Work Location: In person