IT Operations Coordinator

3 weeks ago


Naples, Florida, United States TeamLogic IT, NaplesSarasota, FL Full time
Job Title: IT Operations Coordinator

About Us: TeamLogic IT, Naples/Sarasota, FL is a leading provider of IT services and solutions. We are seeking an experienced IT Operations Coordinator to join our team.

Job Summary: The IT Operations Coordinator will be responsible for managing the scheduling and assignment of support tickets, ensuring that client issues are addressed promptly and effectively.

Responsibilities:
  • Monitor the service board to ensure all incoming support tickets are logged and categorized correctly.
  • Prioritize and assign technician tickets based on urgency, SLA requirements, and team skill sets.
  • Continuously update tickets with accurate information, including progress, status, and resolution details.

Ticket Management:
  • Schedule on-site and remote support tasks for technicians.
  • Coordinate resource availability to balance workloads across the team.
  • Adjust schedules to accommodate emergencies, high-priority tickets, or staff availability changes.

Client Communication:
  • Act as the primary point of contact for clients regarding ticket status and scheduling updates.
  • Provide clear and timely communication to clients when delays, escalations, or additional resources are required.
  • Gather additional details or clarification from clients to support efficient ticket resolution.

Escalation Management:
  • Identify tickets that require escalation based on technical complexity, SLA thresholds, or client feedback.
  • Notify team leads, senior technicians, or managers about high-priority or escalated issues.

Service Level Agreement (SLA) Compliance:
  • Track and ensure tickets are resolved within SLA guidelines.
  • Proactively identify and address potential SLA breaches by reallocating resources or escalating issues.

Reporting and Documentation:
  • Maintain accurate records of ticket assignments, technician schedules, and client interactions.
  • Generate and share reports on ticket statuses, team performance, and SLA compliance.
  • Document and maintain dispatcher processes to ensure consistency and quality.

Qualifications:
  • Strong organizational skills with the ability to prioritize and multitask in a fast-paced environment.
  • Excellent verbal and written communication skills.
  • Customer service-oriented mindset with a focus on resolving client concerns efficiently.

Estimated Salary: $55,000 - $65,000 per year.



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