Service Delivery Coordinator
1 month ago
The Service Delivery Coordinator (SDC) is a hybrid position responsible for IT office and service delivery coordination as well as overflow support for Help Desk. The SDC will work directly with the Service Delivery Manager and be responsible for making sure day to day operation checks and balances are completed.
**Service Delivery Responsibilities**
**Scheduling, Ticket Administration, Documentation, Inventory Administration**
- Ticket queue management - first point of contact for Ticket Dispatch to escalate responses for tickets in the queue.
- Ensure tickets are closed promptly and without error
- Review tickets that are out of compliance with management
- Project ticket scheduling - schedule resources for tickets, site visits, emergency issues
- Support day-to-day inventory processes and policies for incoming deliveries, storage and outgoing shipments.
**Project Delivery**
- Monitors project tickets for timelines, potential delays, and resourcing conflicts.
- Ensure project tickets are updated/closed promptly and without error
- Ensure project tickets are timed and billed accurately
**Technical Duties and Responsibilities**
- Provide overflow level 1 support when ticket queue is approaching capacity
- Proactive monitoring of internal network infrastructure.
- Surveillance and monitoring of client network and systems through ConnectWise Automate
- Configure, update, and optimize the various monitoring systems
- Respond to auto-generated alerts regarding network infrastructure and customer monitoring
- Ensure maintenance and monitoring for data backups and disaster recovery operations
**Job Types**: Full-time, Permanent
**Salary**: $70,000.00-$75,000.00 per year
**Benefits**:
- Dental care
- Extended health care
- On-site parking
- Paid time off
- Vision care
Schedule:
- Monday to Friday
Ability to commute/relocate:
- Vancouver, BC: reliably commute or plan to relocate before starting work (required)
Work Location: One location
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