Service Desk Coordinator

Job Description

Responsibilities:

• Lead and coach a team of 20-30 IT Analysts to deliver exceptional customer service, achieve departmental goals, and maximize their potential.
• Manage daily operations, ensure adherence to service level agreements, and adjust schedules as necessary.
• Maintain accuracy in results and foster a culture of continuous improvement and personal excellence.
• Communicate effectively with team members about issues impacting them or their clients.
• Provide feedback and praise to team members, suggesting improvements as needed.
• Develop and audit quality assurance strategies for world-class service delivery.
• Conduct interviews for new hires and address personnel issues promptly.
• Handle escalated customer issues and apply knowledge of information systems to assist users.
• Perform additional duties as assigned.

Additional Qualifications:

• 2-3 years of experience in a Technical Help Desk Supervisor role with a large customer base.
• 1-2 years of experience in a customer service supervisory role or equivalent skills.
• 1-2 years of experience supporting hardware and software such as PCs, Macs, iPhones, printers, MS Outlook, and Windows OS.
• Results-oriented with a commitment to personal, client, and company goals.
• Ability to thrive in a fast-paced environment and focus on key priorities.
• Strong understanding of call center dynamics and performance enhancement strategies.
• Ability to work independently and on a flexible schedule for disaster recovery situations.
• Strong interpersonal, leadership, and customer service skills.
• Proficiency in understanding and following oral and written instructions, with strong English communication skills.