IT Service Delivery Coordinator

1 day ago

Concord, Canada EB Solution Full time

EB Solution is expanding and seeking to hire an IT Service Delivery Coordinator to join our leadership team.

The number one goal of everyone in our team is to make our Clients exceptionally happy.

The Service Delivery Team is in charge of making this happen.

The Service Delivery Coordinator is the main backbone of the Service Delivery Team, assigning tasks and making sure that all our techs and engineers are working efficiently and scheduled properly to make sure all our work is flowing along nicely and clients are supported.

The Service Delivery Coordinator works closely with the IT Manager to help the team deliver the best results possible and helps them grow along the way.

Responsibilities and Tasks:

- Use our PSA/Ticketing System to manage and monitor all Client-facing activity
- Schedule and Assign the Work-Load Across our Team so they are working efficiently
- Continually look for ways to better do what we do with our Ticketing System
- Make sure that we are meeting our Internal SLAs and any SLAs we have with Clients
- Make sure nothing slips through any cracks and if it does, stop it from happening again
- Extract KPIs and other Reports for the Team

Communication, Reporting & Risk:

- Create and be Accountable to Regular Reporting to the Leadership Team
- Manage client expectations to ensure that the Team can deliver on what is promised
- Improve customer service, perception and satisfaction
- Report the utilization of Support resources to the IT Manager

Skills and Attributes:

- Great Communications skills, founded in being a good listener
- Experience in Scheduling and Resource Management
- IT Literate - Medium to Advanced User level - Level 2 Technical Support
- Management & Leadership Experience of an IT Service Team
- A deep desire to deliver an amazing Client Experience
- Drivers license _Class G_
- The ability to speak both Geek **and** Human
- The ability to keep up with & adapt to the fast-paced IT world
- Skills in Strategic & Resource Planning with an ability to think and plan ahead
- Experience handling Technical Service Tickets
- Experience and knowledge of working with the Microsoft 365 Platform
- Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
- Client Experience Certifications such as Helpdesk Habits etc.
- Experience working for a Managed Service Provider (MSP) or IT Support Business.

**Salary**: $55,000.00-$65,000.00 per year

**Benefits**:

- Company events
- Paid time off
- Profit sharing
- Work from home

Schedule:

- 8 hour shift

Supplemental Pay:

- Bonus pay

Ability to commute/relocate:

- Concord, ON L4K 4H5: reliably commute or plan to relocate before starting work (required)

**Experience**:

- IT support: 3 years (preferred)
- Microsoft 365 Support: 1 year (preferred)

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