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Service Delivery Coordinator
2 months ago
About Us: We are a Managed Service Provider (MSP) providing IT support to businesses - mostly law and financial firms - in Fairfield County and New York City. We pride ourselves on our top-tier service and rapid response time, and in search of an operations manager who can help keep us on our game.
We're a small team where we each wear many hats; you'll have the opportunity to affect the direction of our company and suggest/implement process improvements for everyone's benefit.
Key Responsibilities
Service request management
Take incoming service requests through our PSA system. Assign and dispatch technicians based on availability, skills, and urgency and whether the job requires an on-site visit. Escalate complex or unresolved issues to technical manager.
Offering management
Interface with vendors; ensure billing is accurate and assist in incorporating new services into our systems. You will also review our clients' monthly software services, making sure counts are accurate.
Client relations
Communicate with clients and technicians throughout the service process, providing updates, feedback, and follow-up. Review technicians' time entries for accuracy, logic, and clarity. Polish wording, correct grammar, work with technical manager to streamline invoicing process. Send statements to clients as needed, answer billing questions.
Inventory
Manage our office space and stock room, keep equipment organized.Work with our external bookkeeping team by uploading receipts, purchase orders, and client payments. If you're inclined, you can help with staging equipment for configuration.
Documentation support
Work with techs to ensure documentation is current and accurate.
Qualifications:
- Exceptional organizational skills
- Excellent judgment, resourcefulness
- Ability to multitask, prioritize, and work under pressure
- Strong problem-solving and troubleshooting skills
- Background in dispatch and office management
- Proficient in Microsoft Office and service management software
- Knowledge of IT terminology, systems, and processes
- Attention to detail and accuracy
- Customer-oriented and team player
- Enthusiasm for going above and beyond for both clients and colleagues
Preferred Qualifications:
- Associate's degree or higher
- Close proximity to Norwalk, CT
- Prior MSP experience
- Proficiency in using a ticketing system and dispatching software (Connectwise Manage a plus).
Compensation: From $72K per year. (Candidates with strong and relevant experience can expect a higher salary.)
Benefits:
- Matching 401(k)
- Health insurance (with options for dental and vision)
- Life insurance
- Paid time off
Work Schedule: Monday to Friday, 8:30 AM to 5:00 PM, in our Norwalk, CT office.
We look forward to hearing from you
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