Coordinator, Managed Services

Overview

Do you have the CHOPS? IT Solutions lives its values:
Client Success is Our Success, Hungry for the Journey, Ownership Thinking, Passionate Problem Solving, and Surrender the Ego. If your values align, we want you to be part of a fast-growing Managed Service Provider specializing in high-end technology solutions for small and mid-market businesses. IT Solutions is a nationally recognized leader in the IT space, with over 25 years of experience and thousands of satisfied clients.

Join and grow with us as we continue to innovate new ways to help businesses Experience Excellence.

The Coordinator, Managed Services is responsible for planning and organizing activities for Tier 1 to Tier 3 support functions while tracking conformance to contractual obligations. This role provides excellent customer service to clients and ensures their needs are met promptly. The Coordinator, Managed Services follows up with clients via phone or email to assure the client that their ticket has been received and will be taken care of by the Service Desk.

The candidate should enjoy learning new technologies on the fly while solving diverse technical challenges and understand the value of best practices. The role requires foreseeing potential outcomes before making impactful changes and the ability to manage the stress of client-down situations while always delivering excellent customer service.

• Plan and organize ticket assignments for technical product support functions while tracking and prioritizing client contractual obligations.
• Maintain excellent communication between internal teams and clients to ensure smooth project operations.
• Calculate billable hours on incoming projects to forecast project assignment and priority.
• Audit and approve travel expenses for technicians and engineers required to go onsite to a client.
• Create and assign all service tickets to the appropriate technical level team in highest priority order.
• Provide support to end users with an enthusiastic attitude and maintain regular communication throughout the ticket lifecycle until the issue is resolved to the customer's satisfaction.
• Interact with internal teams and vendors to escalate technical concerns, provide customer updates, and drive incidents to resolution.
• Communicate scheduling changes between office and field staff accurately and timely.
• Act as a liaison between clients and scheduled staff to communicate changes and needs on open tickets.
• Assist in answering incoming client calls when the Technicians, Managed Services are unable to.
• Prioritize the client experience while administering and prioritizing the order that tickets need to be assigned.

• Strong oral and written communication skills
• Effective time management and multi-tasking skills
• Maintains the ability to stay organized and be detail-oriented
• Demonstrates a passion for solving problems or helping others and taking initiative in driving continuous improvement and execution excellence
• Exceptional organizational skills, including the ability to self-manage and multi-task effectively in a fast-paced and dynamic environment
• Confident and comfortable with client-facing activity

• At least one year in customer service, dispatching, coordinating or related experience in a professional environment.
• At least one year in a call-center-like environment with experience in an MSP environment is preferred.
• Associate’s degree in a related discipline or equivalent professional work experience
• Experience with Office 365 and Microsoft applications:
  Excel, Outlook, Word

• None

IT Solutions offers a full benefits package, including:

• Rich Medical and prescription plans
• Dental & Vision
• Paid Holidays and Flexible Paid Time Off
• 401K/401K Roth with Safe Harbor matching
• Stock Appreciation Rights
• Company-paid life insurance, long-term and short-term disability insurance
• Company-paid mental health support and financial wellness services
• FSA for medical and dependent care
• HSA option with compatible medical plan
• Company-paid training, materials, and exams
• Performance-based bonuses

IT Solutions is an equal employment opportunity employer that provides opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.