IT Service Desk Coordinator

Uptime Solutions

4h•Remote

About The Position

We are hiring for a full-time Service Coordinator in a remote capacity. This role requires the ability to handle various problems with expertise and exceptional judgment while working with end-users at the highest level within organizations. We are looking for professionals who provide high-touch, personalized technical support and proactive solutions that ensure a seamless and exceptional experience for our clients.

Requirements

Strong problem-solving skills and attention to detail.
Excellent written and verbal communication.
Strong time management and ability to prioritize.
Ability to thrive in a fast-paced environment and work effectively under pressure.

Responsibilities

Monitor incoming calls and tickets and ensure they are routed to the right engineer based on skill set, workload, and availability.
Actively manage the ticket board throughout the day, ensuring every ticket has clear ownership and a next action toward resolution.
Monitor engineer queues and workloads to identify bottlenecks, balance work, and keep tickets moving efficiently.
Follow up on tickets in a "waiting for" status so they don't sit untouched or lose momentum.
Reinforce strong ticket notes, documentation, and close practices so we maintain both a clean queue and the white-glove client experience we expect.
Account for PTO, sick time, and other availability changes, reallocating work as necessary to maintain coverage and service levels.
Review unresolved tickets at the end of each day and identify opportunities for our overnight team to continue moving work forward.