Service Desk Coordinator - Southlake - M3 Networks

    M3 Networks
    M3 Networks Southlake

    3 days ago

    Description

    Service Desk Coordinator

    The Service Desk Coordinator (SDC) is central to managing the Service Desk's operational efficiency. This role is instrumental in coordinating reactive service requests and incidents, ensuring swift and skilled resolution of IT issues using established department service delivery processes.

    The SDC focuses on minimizing client business disruptions by providing expert and timely IT support and striving for high first-contact resolution rates. As the Service Desk Team Lead, the SDC is also responsible for coaching, team leadership, and the achievement of strategic KPI targets.

    Key Responsibilities

    Team Leadership & Management

    • Team Lead: Serve as the leader for the Service Desk, focusing on coaching and professional development.
    • Meeting Rhythm: Chair weekly Service Desk team meetings and attend one-on-one meetings with the Head of Operations.
    • Process Improvement: Actively participate in the development and refinement of company service processes and workflows.
    • Reporting: Report team KPIs during Team Lead meetings and participate in cross-departmental coordination.

    Service Request & Incident Coordination

    • Triage & Response: Respond to incoming service requests, ensuring comprehensive ticket creation and directly handling "quick-hit" tickets.
    • Delegation: Assign tasks to Service Desk Engineers (SDEs) for efficient service delivery.
    • Queue Management: Oversee the service incident queue from initial response through resolution and final closure.
    • Dispatch: Schedule and dispatch engineers for reactive services, MAC (Move, Add, Change) requests, and technical escalations.

    Operational Optimization

    • Communication: Utilize phone, chat, email, and conference bridges to enhance the client service experience.
    • Chronic Issue Resolution: Oversee the process for identifying chronic service issues, working with other service delivery teams to eliminate them permanently.
    • Cross-Departmental Collaboration: Coordinate with vCIOs and other teams on out-of-scope inquiries and high-level escalations.

    Accountability / KPIs

    • Response & Resolution: Achieve targets for Average Response and Resolution Time.
    • Throughput: Monitor Tickets Closed Per Day and the Kill Rate (closed vs. open percentage).
    • Queue Health: Manage Ticket Aging Metrics to prevent stagnation.
    • Quality: Maintain high levels of Client Satisfaction (CSAT).

    Competencies & Qualifications

    Core Competencies

    • Organizational Skills: Strong ability to coordinate resources and manage complex schedules.
    • Communication: Excellent verbal and written abilities for client-facing and internal team interactions.
    • Task Management: High proficiency in multitasking and effective prioritization under pressure.

    Qualifications

    • Experience: Proven history in a service desk or customer support role.
    • Technical Tools: Proficient in using IT Service Management (ITSM) software and professional ticketing tools.

    Work Environment

    • Hybrid: This role offers a hybrid work arrangement, balancing in-office collaboration with remote work flexibility.

    Reporting Structure

    • The Service Desk Coordinator (SDC) reports directly to the Head of Operations.

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