IT Servicedesk coordinator
Core
Coordinate Service Desk activities, ensure consistent first-line support, manage workload and escalations, and lead a team of IT support agents.
Role type
Senior IC IT Service Desk Coordinator / Team Lead
Builds
IT support operations and user experience
Domain
IT Service Management (ITSM)
Required skills
ITSM processes, queue management, incident management, team leadership, technical troubleshooting, stakeholder communication, knowledge management, coverage planning, quality assurance
Preferred skills
BMC Helix or ServiceNow proficiency, major incident management, coaching and performance management, cross-team collaboration
Technologies
BMC Helix, ServiceNow, Microsoft 365, Active Directory, remote-support tools
Responsibilities
Provide daily leadership and set priorities for the Service Desk; monitor and assign tickets to prevent aging work; plan shift coverage and arrange backup support; oversee ticket quality and lifecycle; provide technical guidance and escalate issues; manage major incident bridges; conduct ticket audits and coaching; coordinate onboarding and knowledge base maintenance; lead one-on-ones and performance reviews.
Seniority
Senior, hands-on IC with people leadership