Job Description

Job Overview

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

This role is essential in managing administrative tasks, supporting office functions, and ensuring smooth daily operations. The ideal candidate will have strong computer skills, excellent customer service abilities, and experience with office management systems.

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. You'll work directly with management and the service desk to ensure smooth operations and consistent client satisfaction.This position is ideal for candidates who thrive in organized environments and possess a proactive approach to administrative support.
Job Type: Full-time

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