Service Delivery Coordinator - Administrator

Job Description

Job Description

Hybrid Position: After 90 Days 2 Days At Home, 3 Days in Office at either our Brighton or Clinton Township, MI office.

Part Time or Full Time: 5 Hours per day is needed at a minimum. Have a need for flexibility? Let us know the reason and we will see if we can address it.

IDEAL CANDIDATES: A great service coordinator will have strong verbal and written communication skills and a great working knowledge of Microsoft 365. Ideal candidate will have monitored service dashboards to verify that customers are highly satisfied with response times. Candidate cannot be intimidated by talking to technical personnel or clients and by using the phone regularly.

Job Summary: The Service Delivery Coordinator will be responsible for coordinating technician schedules, managing client interactions, and ensuring a high level of service delivery while attaining maximum utilization of internal and field technical resources. This role combines the duties of dispatching with customer service management to enhance operational efficiency and client satisfaction.

Education/Certification/Experience:
• Basic technical knowledge is required.
• Proven leadership experience in a customer service or technical environment.

Personal Characteristics:
• Ability to work well with our Service Manager
• Positive and upbeat attitude (negativity not tolerated).
• Professional and courteous with keen attention to detail.
• Willingness to seek assistance when needed.
• Strong phone and interpersonal skills.

Roles and Responsibilities:

Dispatcher Duties:
• Coordinate and schedule technicians for service calls and project tasks.
• Ensure efficient dispatching of technicians to maximize productivity and minimize response times.
• Monitor and manage technician workloads, adjusting schedules as needed.
• Communicate clearly and promptly with technicians to relay information and updates.
• Maintain accurate records of dispatch activities and technician status.

Service Delivery Coordinator Duties:
• Answer overflow Service Desk calls within three rings.
• Manage client problems, solutions, and expectations effectively.
• Create and manage tickets for incoming user issues or emails, estimating ticket resolution times to optimize technician workload.
• Set and reset client expectations, interacting with clients to maintain and enhance satisfaction.
• Monitor the service dashboard to ensure client expectations are met or exceeded.
• Supervise and coordinate technicians’ daily schedules and communication.
• Perform additional duties as directed by leadership.

Performance Standards:
• Answers all calls within three rings.
• Assigns 100% of all requests within 45 minutes.
• Adheres to Service Level Agreements (SLA).
• Increases client satisfaction through standardized processes.
• Improves net profits by enhancing remote operations and reducing onsite visits.

Other Notes:
• Manage client interactions with a focus on maintaining high levels of client satisfaction.
• Ensure effective communication between the dispatch team, technicians, and clients.
• Utilize Autotask PSA to track and manage service delivery.

Benefits include health insurance, 401K plan with employer contributions, 12 days per year of PTO + holidays, training and paid for certification exams along with working with great clients who enjoy our services.

TAZ Networks is a leading Managed IT provider in the Southeast Michigan area. We focus on our clients and the technology that we provide to them. We make sure to provide our team members a fun and quick learning environment. While fast paced you never have to worry about having a day that goes by slowly. Never worry about having the same things over and over to deal with as each day brings new surprises and learning experiences.

Company Description

TAZ Networks is a leading Managed IT provider in the Southeast Michigan area. We focus on our clients and the technology that we provide to them. We make sure to provide our team members a fun and quick learning environment. While fast paced you never have to worry about having a day that goes by slowly. Never worry about having the same things over and over to deal with as each day brings new surprises and learning experiences.