Service Delivery Coordinator
Service Delivery Coordinator
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Job Description
Job Title: Service Delivery Coordinator Full-Time
Reports To: Chief Executive Officer
FLSA Status: Non-Exempt
Location: Livonia MI and Client Locations
Schedule: M-F 8am-5pm
Job Summary
E & E Tech is a leading Managed Service Provider with headquarters in Livonia MI. Serving a nationwide client base we keep organizations safe secure and efficient with our expert IT capabilities. From security and hardware to unified communications and new technology installations our specialists keep our clients covered.
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.
Detailed Responsibilities
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
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 Service Delivery Manager
Coordinate & schedule the Service Team to high utilization
Support the Team and Clients with any unusual/high-level issues that arise
Escalating any unusual/high-level issues that arise to the Service Delivery Manager
Manage shipping/receiving
Manage orders and check status with vendors after quote it approved
Position Requirements & Competencies
Great Communications skills founded in being a good listener
Experience in Scheduling and Resource Management
IT Literate Medium to Advanced User level
Management & Leadership Experience of an IT Service Team
A deep desire to deliver an amazing Client Experience
Drivers license
The ability to keep up with & adapt to the fast-paced IT world
Experience using a Ticketing system and/or PSA Tool
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
Experience working for a Managed Service Provider (MSP) or IT Support Business.
For someone looking to progress their role the Service Delivery Coordinator naturally leads into the role of Service Delivery Manager or Director of Operations.
Required Experience:
IC
Employment Type
Full-Time
