STS Service Coordinator

Description Are you a skilled communicator with a knack for problem-solving? Join our Shared Technical Services Team as a Service Coordinator and become the central hub of our technical service operations. The STS Service Delivery Coordinator role is responsible for the on-time, on budget, and efficient delivery of services to all STS clients - both internal and external. This role will coordinate any services or resources across both Service and Project boards, tickets, and tasks.

Key Responsibilities Coordinate Service Desk Operations:

As a Service Coordinator, you'll OWN the operations of the Shared Technical Services for their team. This means managing all activities of our team, ensuring tasks are assigned promptly and effectively.

Facilitate Team & Branch & Client Communication:

Be the liaison between Shared Technical Services team, clients, and the Branches. Review requests, identify challenges, communicate any urgent needs, and ensure resolution for service delivery that includes Onboarding, Offboarding & Infrastructure projects, and service tickets.

Handle Incoming Communication:

Be the first point of contact for incoming tickets, efficiently scheduling service & project requests and directing to the appropriate team members.

Manage Project & Service Requests:

Monitor and review all project & service requests, prioritizing them based on urgency and technician availability. Assign tasks to engineers, ensuring they match the required skill level.

Schedule Project Support:

Coordinate remote technical support for infrastructure, onboarding and offboarding projects based on the priority and urgency of the requests.

Maintain Customer Communication:

Keep our customers informed about the status of their requests, and scheduled work, ensuring transparency and customer satisfaction. Ensure Service Level Agreement (SLA)

Compliance:

Monitor the resolution of project & service requests to ensure they are being resolved within the agreed-upon SLAs.

Escalate Issues When Necessary:

Identify and escalate any service requests that require additional attention or expertise to ensure prompt and high-quality customer service.

Drive Operational Maturity:

Become a subject matter expert and drive growth on tools and efficiency.

Skills, Knowledge and Expertise Strong Communication Skills:

Excellent verbal communication skills are essential for effectively coordinating with both internal teams and external clients. Exceptional follow-up skills and a proactive approach to resolving issues.

Customer-Centric Mindset:

A thorough understanding of customer service principles and a commitment to delivering exceptional customer experiences.

Problem-Solving Abilities:

Flexibility and adept problem-solving skills are crucial in our fast-paced environment.

Prioritization Skills:

Ability to prioritize and assign work based on multiple factors, ensuring efficient task management.

Professionalism:

Maintain a high level of professionalism when interacting with clients and colleagues, always representing our company positively. Benefits Mytech offers a comprehensive benefits package which includes: 12 days of accrued vacation in your first year 6 days Sick time 8 hours of volunteer time Medical, Dental, and Vision insurance (employee portion fully paid) Company paid Life, STD, and LTD Professional Development Plan 401k with company match Profit Sharing About Mytech Partners Mytech Partners is a technology, consulting and service company that designs, implements and manage networks for small to medium size business. Mytech solutions are designed to deliver enterprise class technology to our customers. Our solutions are primarily deployed in small to medium size businesses that have single or multiple locations with less than 250 computers at each location.