Service Coordinator Manager for MSP

4 weeks ago


Chicago, United States SWK Technologies Full time

Job Description

Job Description

SWK's Managed Cloud Services (MCS) division consists of several specialized teams, each dedicated to providing essential elements of SWK's managed IT services. Collaboratively, these teams deliver quality solutions to clients nationwide.

The service coordination team oversees the flow of service requests and ongoing projects for the entire MCS team. Our service coordinators act as orchestrators, triaging requests, creating tickets, assigning the most appropriate resources to incidents, and dispatching engineers. This team is the first point of contact for our clients, and this role requires a high degree of polish.

We are currently seeking an experienced manager who is passionate about technology and service delivery to lead our service coordination team

Responsibilities: Manage a team of service and project coordinators, coaching them day-to-day and providing them with guidance, mentorship, and support. Oversee hardware and licensing procurement. Oversee inbound requests from phone calls, emails, and a ticket portal, allocating service coordinators to meet demands. Collaborate with technical managers to build out triage and dispatch workflows. Create and update dispatch matrices that outline which resources to use for issues. Jump in to cover for your team when needed. Present ticket, phone, and project metrics to management weekly or upon request. Promote a culture of learning, documentation, and knowledge sharing within the team.

Required/Minimum Qualifications 4+ years of experience in customer support, customer service, or similar role. 2+ years of experience directly managing a team of 3 or more people. 1+ years of experience in project planning, scheduling, and project management. Strong understanding of, or an ability to learn quickly, standard IT technical support issues, and the required set of skills to resolve them. Ability to learn new processes quickly and identify areas of improvement. Proficiency in Microsoft Office, especially Outlook, Word, Excel, and PowerPoint. A client-centric approach, with a focus on service excellence. Clear, articulate, and concise communications, written and verbal. Company Description Why work for us?

Because we know our team is our greatest asset

It is only with dedication to our employees that we can continue to serve our clients, so our greatest investment will be you

Part of our devotion to our employees includes investing in their well-being and growth.

Company Description

Why work for us?\r\rBecause we know our team is our greatest asset \r\rIt is only with dedication to our employees that we can continue to serve our clients, so our greatest investment will be you\r\rPart of our devotion to our employees includes investing in their well-being and growth. #J-18808-Ljbffr



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