Service Coordinator

Job Description: Service Coordinator

Overview: ABM Technology Group is seeking a skilled and motivated IT Service Coordinator to join our Managed Service Provider (MSP) team. As the IT Service Coordinator, you will assume a pivotal role in facilitating the efficient delivery of IT support services to our esteemed clients. You will be the central nervous system of our service desk, playing a vital role in all service desk and client interactions. Your responsibilities will include coordinating with technical experts, ensuring top-notch customer service, and contributing to the overall success of our clients through efficient service delivery of proven IT solutions.

Key Responsibilities:

· Client Relationship Management: Establish and maintain strong client relationships, acting as the central point of contact for IT service coordination and communication.

· Process and Triage Service Requests: Evaluate service requests as they arrive through phone calls, email, direct client submission, or meetings to determine priority. Align service needs with technical resources to maximize efficiency and timeliness of service delivery.

· Service Coordination and Oversight: Coordinate a team of technical professionals responsible for providing a range of IT services, including multiple tiers of service experts and security services. Ensure seamless service delivery and adherence to service level agreements (SLAs).

· Client Communication: Proactively communicate with clients to keep them informed of incident responses, ticket resolution timelines, 3rd party coordination, and process next steps.

· Process Improvement: Collaborate closely with clients to develop and optimize support processes tailored to their unique business needs.

· Performance Monitoring: Monitor the performance of IT services and proactively address any service disruptions or performance issues. Work to continuously improve service efficiency and quality.

· Incident and Problem Coordination: Coordinate the resolution of IT incidents and problems, ensuring swift and effective responses with great communication throughout the process.

· Vendor and Partner Collaboration: Collaborate with technology vendors and partners to ensure the delivery of high-quality services and solutions. Follow through with 3rd parties involved in service delivery to avoid delays. Provide excellent communication to all stakeholders involved.

· Documentation and Reporting: Oversee the maintenance of accurate service ticket notes, time entries, and ticket statuses. Maintain accurate documentation of service coordination procedures.

· Reporting: Generate regular reports on service performance, client satisfaction, and key metrics.

· Manage Ticket Handling: Maintain inherent knowledge of client tickets, where they are assigned, and maintain a 30,000-foot view on our full ticket assignment.

· Maintain and Balance Technician Boards: Move tickets between technician boards to ensure balanced ticket loads and meet our SLA commitments.

Ideal Candidate Requirements:

· Minimum of 2 years of experience in service coordination or service delivery dispatch, preferably within a Managed Service Provider (MSP) environment.

· Exceptional written and verbal communication and interpersonal skills.

· Strong coordination and team management skills.

· Proven track record of successfully coordinating and maintaining client relationships.

If you are a dynamic IT coordinator with a passion for delivering exceptional service and strong communication skills, we encourage you to apply. Join our team and play a vital role in shaping the future of IT service coordination for our valued clients.