IT Service Management Coordinator

Location: Orlando, FL, United States; non-remote

Salary: $60,000–$70,000 annually

Company

hirify.global provides IT infrastructure operations, application development, cybersecurity, virtualization, cloud, and mobility services to government clients supporting critical mission needs.

What you will do

• Manage service requests, incidents, and work orders in the AESMP (ServiceNow) platform.
• Monitor ticket queues, documentation, prioritization, assignments, and service-level resolution.
• Maintain ticket databases, operational records, reports, performance metrics, and service-level reporting.
• Coordinate service delivery between end users, Government stakeholders, technical teams, and project managers.
• Support quality assurance, process improvement, knowledge management, configuration management, and operational documentation.
• Develop standard operating procedures, process documentation, and knowledge articles while ensuring compliance with customer and government requirements.

Requirements

• U.S. citizenship required.
• Active DoD Secret Clearance required.
• Four years of experience in IT operations, service desk activities, ticket management, customer support, help desk operations, or related IT functions.
• Experience with ServiceNow, IT service management platforms, ticketing systems, or enterprise support tools.
• Experience preparing and maintaining reports, technical documentation, records, schedules, or configuration management documentation.
• Proficiency with Microsoft Word, Excel, Outlook, and PowerPoint, along with strong communication, organization, and prioritization skills.

Nice to have

• Experience supporting Department of Defense or Federal Government IT environments.
• Experience with operational reports, performance metrics, service-level reporting, process improvement, knowledge management, or quality assurance.
• Familiarity with configuration management principles and recordkeeping practices.

Culture & Benefits

• Full-time Monday–Friday schedule supporting mission-critical government operations.
• Paid holidays and paid time off.
• Medical, dental, vision, life insurance, and company-paid short- and long-term disability coverage.
• Retirement benefits, referral bonuses, certification reimbursement, and a relocation reimbursement incentive.
• Quality- and compliance-focused environment with ISO, CMMC Level 2, and CMMI certifications or appraisals.