Service/Team Coordinator & Incident Management

Who we are

Technuf, LLC is a Maryland based SBA certified 8(a) small business company providing leading-edge and proven technologies, industry vertical domain expertise and highly skilled and motivated professionals to achieve our customers’ mission critical business needs.

What we’re looking for

Technuf is seeking a skilled and experienced candidate for Service/Team Coordinator - Incident Management.

Job Description

The Service/Team Coordinator – Incident Management is responsible for coordinating IT service delivery, managing incident resolution, and ensuring compliance with district operational and SLA requirements. This role acts as the key liaison between BPS and vendor staff, overseeing staffing schedules, documentation, and reporting while maintaining service continuity and operational efficiency.

• Overview: Manages team, service integration, transition.
• Service Delivery Manager is the primary liaison to BPS; supervises the contracted service team, oversees SLA compliance, reporting, change control, and executive reviews.
• Coordinates hand-off from incumbent provider, documentation migration, and cutover readiness.
• Maintains documentation, DR testing logs, SLA reports, and asset inventory.
• Group Certification: PMP, CAPM, ITIL v4 Foundation, ISO 27001 Familiarity.
• Primary Tools: Team Dynamix, all other systems as needed.

Requirements

• Proven experience in IT service coordination and incident management.
• Strong knowledge of SLA-driven IT service delivery and incident resolution workflows.
• Proficiency with IT management and documentation tools such as Incident IQ.
• Excellent communication, coordination, and organizational skills.
• Ability to manage multiple priorities and respond effectively under pressure.

Education

• Required: 4 year Bachelor’s degree from accredited college or university.

Experience

• 2+ years of call center customer service experience preferred.

Interviews

Please note that both remote and in-person interviews may be required for this opportunity.

Location

This is a hybrid position based in Buffalo, NY.