Service Delivery Coordinator

CMIT Solutions is seeking a full-time Service Delivery Coordinator to work directly with a motivated team of IT technicians.

This position will be primarily managing and maintaining the day-to-day workload for our IT support along with building the relationship of trust and confidence between CMIT Solutions and our clients. It is important to meet our client’s expectations by managing and coordinating the technician’s schedules. By being the point of contact for our clients, in turn the Service Delivery Coordinator shields the technicians from communication confusions that could arise between the technicians and the client. In this position it will be important to develop a good rapport with our technicians and clients by managing our client’s expectations and coordinating the technician’s schedules. This important position has a variety of tasks, which are mostly administrative, and dispatch related.

CMIT Solutions is a 6-year-old IT managed service provider, focused on serving small to medium size businesses in our local area. Check out our website at www.cmitsolutions.com/boise. We believe in a foundation based upon character and integrity, in passionate commitment to our clients, dedication to continuous personal and professional growth, devotion to the family and community, and to doing our work with a spirit of fun and sense of humor. Come help us grow!

Job Responsibilities:

• Act as the primary point of contact for IT-related administrative requests.
• Use required programs to manage ‘tickets’ (service requests) from clients.
• Create tickets based on service requests via incoming emails, phone calls, verbal requests, and/or voicemails. Assign priority based on client service contract, severity of issue, level of client within company. (i.e. owner, principle, etc.)
• Document incoming service requests and alerts, including escalations.
• Collaborate with colleagues to achieve superior customer service
• Communicate with clients as required: keep them informed of incident progress; notify them of impending changes or agreed outages.
• Create service calls for on-site service appointments to correspond with the client and technician’s schedules.
• Track weekly metrics for service delivery and recommend improvements as needed.
• Other duties as assigned

Benefits:

· Health Insurance

· Accruable 15 days of PTO plus 7 paid holidays and 2 floating holidays

. Profit Sharing

Qualifications:

· Works well with people and possesses the ability to maintain professional communication skills

· Strong organizational and time-management skills

· Ability to multi-task, work under pressure, and handle interruptions.

· Ability to communicate effectively and interact with diverse personalities

· Self-motivated; dependable

· Enthusiasm for working in a team environment and a desire to help our customers grow their businesses by serving their IT needs

· Bonus Qualifications:

o A basic level of understanding of IT technologies

o Project Management Skills

Job Type: Full-time

Pay: $45,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• Health insurance
• On-the-job training
• Paid time off

Shift:

• Day shift

Shift availability:

• Day Shift (Required)

Ability to Commute:

• Meridian, ID 83642 (Required)

Work Location: In person

Salary : $45,000 - $60,000