Service Desk Coordinator

Get AI-powered advice on this job and more exclusive features.We are looking for aService Desk Coordinatorto serve as the traffic controller of our IT support organization. In this role, you'll manage the flow of incoming tickets—ensuring requests are triaged, documented, and routed to the right resource at the right time.This is a critical position for keeping our support operations efficient, our clients informed, and our SLAs on target. Many of our clients areretail automotive dealerships, where uptime during service and sales hours is essential. The ideal candidate has hands-on experience in eitherIT supportorretail automotive operations—and ideally both. Experience as aBusiness Development Manager (BDC)in a dealership environment is a strong plus.What You'll DoTicket Intake, Triage & CoordinationValidate ticket quality and apply standard priority/categorization.Assign tickets across Tier 1–3, Field, or Project teams while balancing workloads.Trigger vendor tickets when appropriate and document vendor case details.Review escalations for completeness, returning incomplete ones with feedback.Reassign valid escalations promptly and notify receiving technicians with context.Quality Control & SLA ManagementPerform daily QC checks on escalated tickets.Track SLA clocks and realign resources as needed.Identify backlog risks and share trends with leadership.Documentation & Knowledge ManagementConvert recurring requests into KB articles and templates.Maintain site-specific runbooks and update documentation post-project.Communication & Customer ExperienceCommunicate high-priority issues to internal and client teams.Set and confirm expectations with clients regarding urgency and resolution.Model concise, professional, and empathetic communication.Track triage times to ensure tickets are triaged within 30 minutes.Produce reports on workload balance, SLA compliance, and ticket trends.Recommend process improvements based on recurring patterns.What We're Looking ForRequired QualificationsExperience in either IT or retail automotive is required.Both is preferred.2–4 years in an MSP, NOC, enterprise help desk, or dealership operations environment.Strong written communication for client updates and documentation.Proven ability to coordinate escalations across teams and vendors.Preferred QualificationsRetail automotive dealership experience, especially in a BDC or client-facing role.MSP background supporting multi-site clients.Familiarity with Autotask PSA and IT Glue.Certifications: HDI Support Center Analyst/Coordinator, ITIL v4 Foundation, or CompTIA (A+, Network+)Exposure to RMM alert triage and basic scripting (PowerShell).Awareness of compliance requirements (e.g., FTC Safeguards).Core CompetenciesOperational discipline and attention to detail.Ability to prioritize effectively under pressure.Empathetic, customer-focused mindset.Collaborative and data-driven decision making.Core hours: Monday–Friday, 7:00 AM – 4:00 PM ESTFully remote position—requires reliable high-speed internet and professional workspace.Occasional travel for onsite support, team meetings, or client go-lives.401(k)401(k) matchingFlexible spending accountHealth insuranceHealth savings accountLife insurancePaid time offVision insuranceSeniority levelMid-Senior levelEmployment typeFull-timeIndustriesIT Services and IT ConsultingJ-18808-Ljbffr