Job Title: Service Desk Coordinator
Department: IT
Reports To: Operations Manager
General Summary:
The number one goal of everyone in our team is to make our clients exceptionally happy. The Service Desk Coordinator is in charge of making this happen. The Service Desk Coordinator is the main backbone of the Service Delivery Team, assigning tasks and making sure that all our techs and engineers are working efficiently and scheduled properly to make sure all our work is flowing along nicely and clients are supported.
Essential Functions:
- Use our PSA/Ticketing System to manage and monitor all client-facing activity
- Schedule and assign the work-load across our team so they are working efficiently
- Make sure that we are meeting our Internal SLAs and any SLAs we have with Clients
- Extract KPIs and other reports for the team
- Create and be accountable to regular reporting to the leadership team
- Manage client expectations to ensure that the team can deliver on what is promised
- Improve customer service, perception and satisfaction
- Report the utilization of Support resources to the Service Delivery Manager
- Coordinate & schedule the service team to high utilization
- Support the team and clients with any unusual/high-level issues that arise
- Review and approve timesheets & expense Reports
- Identify & lead Initiatives to Improve on all KPIs & performance metrics
- Accountable to KPIs & metrics that will include things such as client satisfaction scores (CSAT), team efficiency, agreement gross margins & team happiness as well as intangible metrics that align with company core values
Qualification Standards:
Desired
- Great Communications skills, founded in being a good listener
- Experience in scheduling and resource management
- IT Literate – medium to advanced user level
- Management & Leadership Experience of an IT Service Team
- A deep desire to deliver an amazing client experience
- The ability to keep up with & adapt to the fast-paced IT world
Nice to have
- Experience using a ticketing system and/or PSA Tool
- Skills in strategic & resource planning with an ability to think and plan ahead
- Experience handling technical service tickets
- Experience and knowledge of working with the Microsoft 365 Platform
- Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
- Client experience certifications such as Helpdesk Habits etc.
- Experience working for a Managed Service Provider (MSP) or IT Support Business.
Benefits:
- Celebration Day
- Generous incentives for reaching Team and Company Goals
- Employer Paid Life Insurance
- Employer Paid Long Term Disability
- Employer Paid Short Term Disability
- Paid Time Off
- Medical, Dental and Vision
- Paid Holidays
- 401K with employer match
- Flexible Spending Accounts (FSA)
- Voluntary Accident Coverage
- Voluntary Critical Illness Coverage
- Voluntary Life Insurance
- An easy-going environment and culture (we all enjoy what we do)
- The flexibility to work from home (we run a Hybrid office)
- A Stand-Up Desk and High-Powered Laptop
- A Proactive Approach to Ongoing Training to help you develop life-long skills
Physical Requirements
- Ability to sit for extended periods up to 6 to 8 hours a day.
- Ability to occasionally stand, walk, or move around the office to perform tasks or attend meetings.
- Ability to frequently use hands and fingers to operate computers, phones and other office equipment
- Ability to occasionally reach for supplies or miscellaneous office/electronic materials as needed.
- Ability to lift and carry light objects up to 40 lbs. as needed.
- Ability to hear and speak clearly to communicate in person and over the phone.
- Must be able to read printed and electronic documents.
This description is a general statement of required major duties and responsibilities performed on a regular and continuous basis. It does not exclude other duties as assigned.
It is the policy of Tentac Enterprises to comply with all federal and state laws concerning the employment of individuals with disabilities and to act in accordance with regulations and guidance issued by the Equal Employment Opportunity Commission (EEOC)
Tentac Enterprises provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Effective Date: May 2nd, 2024
