Coordinator, Managed Services

IT Solutions Consulting LLC • Kansas City, MO

2d

About The Position

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 position requires providing excellent customer service to our clients and ensuring their needs are met promptly. The Coordinator, Managed Services is responsible for following 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. This person should enjoy learning new technologies on the fly while solving diverse technical challenges. The candidate should understand the value of best practices and have the foresight to thoroughly consider all potential outcomes before making impactful changes. The ability to manage the stress of client-down situations is an absolute must, and it is paramount to always provide excellent customer service.

Requirements

• 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 take the initiative in driving continuous improvement/execution excellence
• Exceptional organizational skills, including the ability to self-manage and multi-task effectively and accurately 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 years in a call-center-like environment with experience in an MSP environment is preferred.
• Associate’s degree in a related discipline or equivalence of professional work
• Experience with Office 365 and Microsoft's Software/Applications: Excel, Outlook, Word

Responsibilities

• Plan and organize ticket assignments of the technical product support functions while tracking and prioritizing client contractual obligations.
• Maintaining excellent communication between internal teams and clients to ensure the smooth flow of project operations.
• Calculating 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 lifecycle of the ticket until the issue is resolved to the customer's satisfaction.
• Interacts and works directly 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.

Benefits

• 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 & financial wellness services
• FSA for medical and dependent care
• HSA option with compatible medical plan
• Company-paid training, materials, and exams
• Performance-based bonuses

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 501-1,000 employees