Service Delivery Coordinator

This is a fully remote position, open to applicants in India.

📋 Description

• Allocate reactive service tickets to the appropriate technical resources based on urgency, skill set, and service level agreements.

• Schedule and assign both remote and onsite engineers through the service management platform.

• Oversee ticket queues to guarantee timely assignment and progression of service requests.

• Collaborate with support teams to enhance the utilization of technical resources.

• Assist in scheduling smaller technical projects.

• Provide dispatch coverage for other support teams during their absences or breaks.

• Monitor tickets from initiation through to completion and closure.

• Coordinate with clients to arrange or rearrange service requests and collect additional information.

• Communicate with engineers, Team Leads, and Account Managers regarding priorities, urgent issues, and scheduling matters.

• Escalate service requests that cannot be resolved within agreed service levels.

• Ensure prompt follow-up on customer communications and outstanding actions.

• Manage ticket triage received via phone, email, and service portals.

• Schedule technical resources for triage and initial evaluation.

• Assist in handling incoming calls during peak call times.

• Relay critical and high-priority issues to the appropriate stakeholders.

• Review ticket entries for correct department, agreement, work type, and priority assignment.

• Evaluate engineer time entries and ticket notes for accuracy and completeness.

• Conduct quality checks on completed tickets prior to closure.

• Monitor engineer utilization and identify areas for productivity enhancements.

• Utilize service dashboards to keep track of unassigned, pending, overdue, and escalated tickets.

• Report on resource utilization and service request completion metrics to the Service Manager.

• Identify opportunities to enhance service coordination and operational efficiency.

• Support initiatives aimed at improving client satisfaction and the productivity of technical resources.

• Complete assigned training on service management processes and tools.

• Thoroughly document all work in the service management platform.

• Manage changing priorities and multiple service requests effectively.

• Execute other service coordination activities as assigned.

⛳️ Requirements

• Experience in IT service coordination, service desk operations, dispatch, or a comparable role.

• Understanding of IT support ticketing processes and service level agreements.

• Experience in scheduling and coordinating technical resources.

• Familiarity with service management platforms such as ConnectWise or similar tools.

• Strong organizational and multitasking abilities.

• Excellent verbal and written communication skills.

• Ability to prioritize tasks in a fast-paced environment.

• Strong attention to detail and effective problem-solving skills.

• Capability to work collaboratively with technical teams and clients.

• Proficiency in monitoring service queues and dashboards effectively.

• Competence in managing ticket assignment, follow-up, escalation, and closure within defined service levels.

• Strong ability to communicate critical issues and changing priorities to relevant stakeholders.

• Preferred: Experience in a managed IT services or IT support environment.

• Preferred: Familiarity with ticket dashboards and reporting tools.

• Preferred: Understanding of engineer utilization, time tracking, and service ticket quality assurance.

• Preferred: Experience coordinating both remote and onsite technical resources.

• Preferred: Experience in monitoring service request completion metrics and resource utilization.

• Preferred: Exposure to client service management, technical operations, and resource coordination.

🏝️ Benefits

• Opportunities for professional development and continuous learning.

• Exposure to client service management, technical operations, and resource coordination.

• Collaborative and dynamic environment in IT service delivery.