IT Support Operations Coordinator

1 week ago


Annapolis, Maryland, United States International Computer Sciences Inc Full time
Job DescriptionCompany Overview:
International Computer Sciences Inc. is a leading Managed Service Provider (MSP) dedicated to delivering exceptional IT solutions and support.

Position Overview:
The IT Support Operations Coordinator will play a crucial role in overseeing daily IT functions. This position focuses on user assistance and asset oversight while contributing to documentation processes within our management system.

Key Responsibilities:
  • Supervise and guide the helpdesk team on a daily basis.
  • Oversee personnel who act as the initial contact for resolving 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).
  • Provide both administrative and technical leadership to the helpdesk team.
  • Exhibit strong communication, leadership, and customer service capabilities.
  • Establish processes and operations for Service Delivery and Professional Services.
  • Collaborate closely with other teams and clients to coordinate plans and activities.
  • Analyze and address client service delivery challenges effectively.
  • Review and manage all service and support queues to prioritize tickets and handle escalations.
  • Evaluate and enhance workflows in ticket management and staff dispatching as necessary.
  • Prepare and present regular service ticket reports to management.
  • Minimum of 3 years of experience in a Helpdesk Team Lead role.


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