IT Solutions · 15 hours ago
Coordinator, Managed Services
MO, Kansas City, US
Full-time
Onsite
Entry, Mid Level
1+ years expIT Solutions is a nationally recognized leader in the IT space, specializing in high-end technology solutions for small and mid-market businesses. The Coordinator, Managed Services is responsible for planning and organizing support activities, ensuring excellent customer service, and managing client communications regarding service tickets.
ConsultingEducationHardwareInformation TechnologyProfessional ServicesSoftware
Responsibilities
Plan and organize ticket assignments of the technical product support functions while tracking and prioritizing client contractual obligations
Maintaining excellent communication between internal teams and clients to ensure the smooth flow of project operations
Calculating billable hours on incoming projects to forecast project assignment and priority
Audit and approve travel expenses for technicians and engineers required to go onsite to a client
Create and assign all service tickets to the appropriate technical level team in highest priority order
Provide support to end users with an enthusiastic attitude and maintain regular communication throughout the lifecycle of the ticket until the issue is resolved to the customer's satisfaction
Interacts and works directly with internal teams and vendors to escalate technical concerns, provide customer updates, and drive incidents to resolution
Communicate scheduling changes between office and field staff accurately and timely
Act as a liaison between clients and scheduled staff to communicate changes and needs on open tickets
Assist in answering incoming client calls when the Technicians, Managed Services are unable to
Prioritize the client experience while administering and prioritizing the order that tickets need to be assigned
Qualification
Required
Strong oral and written communication skills
Effective time management and multi-tasking skills
Maintains the ability to stay organized and be detail-oriented
Demonstrates a passion for solving problems or helping others and take the initiative in driving continuous improvement/execution excellence
Exceptional organizational skills, including the ability to self-manage and multi-task effectively and accurately in a fast-paced and dynamic environment
Confident and comfortable with client facing activity
At least one year in customer service, dispatching, coordinating or related experience in a professional environment
Associate's degree in a related discipline or equivalence of professional work
Experience with Office 365 and Microsoft's Software/Applications: Excel, Outlook, Word
Preferred
At least one years in a call-center-like environment with experience in an MSP environment is preferred
Benefits
Rich Medical and prescription plans
Dental & Vision
Paid Holidays and Flexible Paid Time Off
401K/401K Roth with Safe Harbor matching
Stock Appreciation Rights
Company-paid life insurance, long-term and short-term disability insurance
Company-paid mental health support & financial wellness services
FSA for medical and dependent care
HSA option with compatible medical plan
Company-paid training, materials, and exams
Performance-based bonuses
Company
IT Solutions
With 30 years of experience as a trusted managed services provider, we're your dedicated partner in navigating the complex world of technology, so you can focus on growing your business.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Ted Swanson
Founder
Recent News
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