Compensation:
Fairfield County MSP is looking for a Service Coordinator to join their team. As Service Coordinator you will be the key player in helping their IT support team deliver swift and effective service to their clients (mostly law and investment firms within Fairfield County and New York City). This requires a talent for prioritization, clear communication, and the ability to keep operations running smoothly in a fast-paced setting.
Key Responsibilities :
- Receive, prioritize, and assign service requests to the appropriate technical support staff
- Monitor and manage the status of open tickets to ensure timely resolution and keep clients apprised of necessary updates
- Schedule and coordinate on-site and remote support appointments
- Provide exceptional customer service and maintain positive client relationships
- Collaborate with the technical manager to ensure efficient and effective service delivery
- Review time entries submitted by technicians to ensure accuracy and clarity, making sure that all billable hours and products are accounted for and correctly documented
- Take charge of keeping our office organized, maintaining inventory records and ensuring adequate stock levels of equipment
You will also collaborate closely with the Technical Manager to identify and implement improvements that extend beyond day-to-day operations, including:
- Suggesting and helping implement new tools or technologies to boost efficiency
- Contributing to the development and rollout of new service offerings
- Participating in strategic planning to scale our operations effectively
- Gathering and analyzing feedback from both clients and team members to drive continuous improvement
Qualifications :
- Previous experience in a service delivery role, preferably within an MSP or similar IT environment
- Working knowledge of common IT terms related to cybersecurity, data backup, cloud services like Office 365, and computer hardware
- Proficient in using ticketing systems and dispatching software. Connectwise Manage a plus
- Ability to prioritize and manage multiple tasks simultaneously
- Customer service savvy and strong communication and analytical skills
- Enthusiasm to go above and beyond for our clients, aiming to exceed expectations in every interaction