Support Services Coordinator

About ProArch:

At ProArch, we partner with businesses around the world to turn big ideas into better outcomes through IT services that span cybersecurity, cloud, data, AI, and app development. We’re 400+ team members strong across 3 countries (we call ourselves ProArchians)—and here’s what connects us all:

• A love for solving real business problems
• A belief in doing what’s right

What’s it like to work here?

• You’ll keep growing. You’ll work alongside domain experts who love to share what they know.
• You’ll be supported, heard, and trusted to make an impact.
• You’ll take on projects that touch industries, communities, and lives.
• You’ll have the time to focus on what matters most in your life outside of work.

At ProArch, you’ll be part of teams that design and deliver technology solutions solving real business challenges for our clients. With services spanning AI, Data, Application Development, Cybersecurity, Cloud & Infrastructure, and Industry Solutions, your work may involve building intelligent applications, securing business‑critical systems, or supporting cloud migrations and infrastructure modernization. 

Every role here contributes to shaping outcomes for global clients and driving meaningful impact. You’ll collaborate with experts across data, AI, engineering, cloud, cybersecurity, and infrastructure—solving complex problems with creativity, precision, and purpose. You’ll join a culture rooted in technology, curiosity, and continuous learning. A place where we move fast, trust you to make an impact, encourage innovation, and support your growth.

Job Description:

We are seeking a highly organized and proactive Support Services Coordinator to oversee ticket management, workflow coordination, SLA compliance, and operational support activities within our Support Services organization. This role serves as a key operational function that ensures support requests are properly triaged, assigned, tracked, and resolved in alignment with service commitments and organizational processes.

The ideal candidate will possess strong coordination skills, attention to detail, and the ability to work effectively across technical teams to maintain efficient support operations and exceptional service delivery.

Key Responsibilities

Ticket Oversight & Triage Coordination

• Monitor incoming, assigned, and escalated support tickets to ensure timely ownership and resolution.
• Coordinate ticket triage activities and ensure appropriate assignment across the support organization.
• Monitor escalations received through the Help Center and ensure they are actively addressed.
• Identify and coordinate proper routing of tickets requiring engagement outside standard support workflows.
• Maintain visibility into ticket queues and ensure no critical requests remain unattended.

SLA Management

• Continuously monitor tickets approaching or exceeding SLA thresholds.
• Proactively communicate potential SLA risks and breaches to Support Leadership and key stakeholders.
• Collaborate with engineers and support teams to drive timely resolution and SLA recovery actions.
• Track service performance metrics and highlight areas requiring operational attention.

Workflow & Scheduling Support

• Coordinate scheduling of ticket-related work and align assignments with resource availability.
• Facilitate collaboration between engineers, project teams, and support resources.
• Help identify and address coverage gaps to ensure uninterrupted support operations.
• Support workload balancing across teams to maximize efficiency and responsiveness.

Ticket Quality & Process Compliance

• Review and ensure ticket records contain accurate and complete information, including:
• Categories
• Contacts
• Locations
• Required fields
• Supporting documentation
• Promote adherence to established ticketing standards, workflows, and operational processes.
• Assist in maintaining consistency and quality across support activities.

Follow-up & Status Management

• Monitor tickets requiring additional action, including:
• Needs Attention
• Customer Reply
• Pending
• Stalled or aging tickets
• Conduct timely follow-ups with responsible teams to ensure continued progress.
• Prevent tickets from becoming inactive or delayed due to lack of ownership.

Workload Visibility & Business Continuity

• Monitor workloads for engineers who are out of office or unavailable.
• Coordinate reassignment or progression of active work to prevent service disruptions.
• Ensure continuity of support activities and adherence to customer commitments.

Help Center Support

• Provide backup coverage for Help Center phone queues as required.
• Assist with support coordination, scheduling, and operational activities.
• Support day-to-day administrative functions that contribute to effective service delivery.

Requirements

Required Qualifications

• Bachelor's degree in Information Technology, Business Administration, Operations, or a related field.
• 3–5 years of experience in Support Operations, Service Desk Coordination, Technical Support Administration, IT Operations, or a similar role.
• Experience working with ticketing and service management platforms (e.g., ServiceNow, Jira Service Management, Zendesk, ConnectWise, Freshservice, or similar).
• Strong understanding of SLA management and support workflows.
• Excellent organizational, multitasking, and follow-up skills.
• Strong written and verbal communication abilities.
• Ability to collaborate effectively with cross-functional and technical teams.

Preferred Qualifications

• Experience in managed services, technical support, or IT service delivery environments.
• Familiarity with ITIL principles and service management best practices.
• Experience working in high-volume support environments.
• Knowledge of resource scheduling and workload management practices.

Success Profile

Key Traits

• Highly organized and detail-oriented.
• Proactive with a strong sense of ownership and accountability.
• Able to drive follow-up and coordination across multiple teams.
• Comfortable working in fast-paced environments with competing priorities.
• Demonstrates urgency while maintaining accuracy and professionalism.

Core Capabilities

• Strong workflow and operational coordination skills.
• Ability to quickly identify delays, bottlenecks, and misrouted work.
• Effective workload management and prioritization.
• Strong problem-solving and process improvement mindset.
• Proficiency in support ticketing systems and operational reporting.

Impact of the Role

The Support Services Coordinator plays a critical role in improving:

• Engineer focus and productivity.
• Ticket lifecycle management and workflow efficiency.
• SLA adherence and response performance.
• Operational visibility and workload continuity.
• Overall consistency, quality, and effectiveness of support service delivery.