Service Coordinator

hace 4 días

Medellín, Colombia KairosIT A tiempo completo

We are looking for a Service Coordinator to serves as a pivotal leader within the Service Desk, driving exceptional client and team outcomes by setting clear expectations, resolving conflicts, and fostering collaboration between clients and engineers. This role ensures the efficient allocation of resources and maintains strong client relationships while proactively enhancing service delivery processes.

**Service Coordinator Position Responsibilities**:

- **Service Request Management**:
Lead the intake, triage, and prioritization of service requests based on urgency and service level agreements (SLAs).
Set clear expectations for clients regarding timelines and deliverables.
- **Engineer Collaboration and Dispatch**:
Assign and schedule engineers for remote or onsite service, ensuring efficient use of resources and timely resolutions.
Act as a mediator to resolve scheduling conflicts and priority disputes between engineers and clients.
- **Proactive Monitoring**:
Oversee resource schedules, identifying potential delays or issues, and implementing solutions to maintain service standards.
Monitor and improve service quality, focusing on enhancing client satisfaction.
- **Leadership and Escalation**:
Take ownership of escalated service requests, ensuring effective communication and resolution strategies are applied.
Provide guidance and support to engineers in handling complex client issues and interactions.
- **Communication Excellence**:
Maintain consistent, transparent communication with clients, providing updates on progress, changes, or potential service impacts.
Serve as a central point of contact for both clients and engineers during critical incidents.
- **Performance Reporting**:
Regularly report on service desk resource utilization, adherence to SLAs, and key performance metrics.
- **Process Mastery**:
Advocate for and ensure compliance with ConnectWise and other service desk tools/processes to streamline operations.
Document all activities accurately to maintain transparency and enable process improvements.

**Requirements**:
**Skills and Abilities**:

- Strong leadership and conflict resolution skills to guide engineers and manage client

relationships effectively.
- Strategic decision-making to align service delivery with client expectations and resource

capabilities.
- Superior communication skills, both written and verbal, for engaging with diverse stakeholders.
- Resilience and composure to manage high-pressure situations and complex challenges.
- In-depth knowledge of IT service tools, techniques, and operational best practices.

**Qualifications**:

- Proven experience in a leadership or client-facing role within IT service management or support.
- Familiarity with service desk tools like ConnectWise or equivalent systems.
- Certifications such as ITIL Foundation (or higher) and HDI Desktop Support Technician are highly

desirable.

**Benefits**
- Paid Time Off
- Work From Home
- Training & Development
- Performance Bonus

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