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IT Support Coordinator

2 months ago

Annapolis, Maryland, United States International Computer Sciences Inc Full time
Job DescriptionBenefits:
  • 401(k)
  • 401(k) matching
  • Performance-based bonuses
  • Company vehicle
  • Competitive salary
  • Dental coverage
  • Health insurance
  • Career advancement opportunities
  • Paid time off

Company Overview:
International Computer Sciences Inc. is a dynamic Managed Service Provider (MSP) that has been serving clients in the DC Metro area since 1987.

Position Overview:
The IT Support Coordinator will play a vital role in overseeing daily IT operations. This position will focus on user assistance and asset oversight, while also contributing to the documentation process within ConnectWise Manage.

Key Responsibilities:
  • Provide daily leadership and guidance to the helpdesk team
  • Oversee personnel who act as the initial point of contact for troubleshooting hardware, software, PC, printer, and network issues
  • Manage the assignment and tracking of helpdesk tickets
  • Monitor, report, and ensure compliance with Service Level Agreements (SLAs)
  • Offer administrative and technical guidance to the helpdesk team
  • Exhibit strong communication, leadership, and customer service abilities
  • Establish processes and operations for Service Delivery and Professional Services
  • Collaborate closely with other teams and clients to coordinate plans and activities
  • Analyze, assess, and resolve challenges in client service delivery
  • Oversee and review all service and support queues to prioritize tickets and manage escalations
  • Evaluate and enhance workflows in ticketing and staff dispatching as necessary
  • Prepare and present service ticket reports to management on a regular basis
  • Minimum of 3 years of experience as a Helpdesk Team Lead