Service Desk Support Coordinator

The Service Desk Support Coordinator will be responsible for providing support and assistance for the Service Desk.  They will work closely with onsite support staff as well as coordinate scheduling with the Service Desk team and client representatives. They will strive to take a proactive approach to handling client issues as well as dispatching necessary staff and resources.

Principle Accountabilities

  • Act as a front-line of interface and response for clients when calling in and requesting support.
  • Gathering information and relaying this to support staff via tickets and direct communication.
  • Day to day issue management. Coordinate the appropriate resources to identify, strategize, and create plan of action to obtain a successful resolution.
  • Proactively manage team’s tickets and assure that SLAs and quality standards are being met.
  • Set and continually manage client expectations with team members and other stakeholders on ongoing issues.
  • Work with internal team(s) and clients to clarify terms in client’s support contract.
  • Assist the team in identifying and connecting ongoing client issues.
  • Provide updates and feedback to your manager on team’s performance and their feedback.
  • Motivate team members, and influence them to take positive action and accountability for their assigned work.
  • Ensuring their team and direct reports are complying with, and adhering to all Information Security Policies as well as privacy policies. They must also ensure their team and direct reports are protecting and keeping secure all client information considered or believed to be private or sensitive.
  • Ensuring all security and operational controls are followed and enforced to ensure client data remains secure, available, and private, where applicable.

Experience/Skills

  • 1+ years’ experience in a management or coordination role.
  • Strong time management skills and multitasking abilities.
  • Strong leader with a desire to educate and develop talent within the team.
  • Strong inter-personal, analytical thinking, presentation.
  • People management experience and demonstrated leadership skills.
  • Proven capability to work closely with stakeholders to manage client expectations, review priorities, and meet SLAs.
  • Expertise in rapidly establishing rapport with the client and developing effective business relationships.
  • Excellent conceptual, analytical, decision-making, and planning skills, and the ability to manage in a highly diversified, changing environment enforcing shared responsibility for outcomes.
  • Strong written, organizational, and communication skills with the ability to work well and communicate with peers and clients.
  • Ability to successfully and fairly delegate responsibilities.

Additional Information

  • Functioning personal vehicle for transportation and a valid PA driver’s license required.
  • Management or leadership certifications are preferred.
  • Some travel maybe required and heavy lifting required.