IT Service Desk Coordinator

The opportunity Delaware North is hiring a full-time IT Service Desk Coordinator to join our team at our global headquarters in Buffalo, New York. As an IT Service Desk Coordinator, you will be responsible for providing frontline technical support and coordinating incident and request resolution to ensure reliable IT services. If you like to innovate, enact change, and seek growth opportunities, apply now to join our team. Pay $17.10 - $26.92 / hour Information on our comprehensive benefits package can be found at https://careers.delawarenorth.com/whatweoffer . What we offer We care about our team member's personal and professional well-being. Delaware North provides a benefits package designed to give you the comfort, safety, and security you need to deliver exceptional experiences for our guests. All team members receive benefits including: Weekly pay Training and development opportunities Employee discounts Flexible work schedules Eligible team members may also receive: health, dental, and vision insurance, 401(k) with company match, paid vacation days and holidays, paid parental bonding leave, employee assistance program, and tuition and/or professional certification reimbursement. What will you do? Triage and coordinate IT incidents and service requests based on impact, urgency, and defined SLAs Engage internal technical teams and vendor partners according to incident severity and SLA requirements Escalate incidents through defined escalation paths when progress or engagement is delayed, and assign incidents to the appropriate resolver teams using established workflows and processes Initiate and support conference bridges to facilitate timely incident collaboration and resolution Document business and guest impact, actions taken, and status updates accurately in the ITSM system Issue initial, update, and resolved notifications in compliance with notification SLAs and SOPs Provide onsite operational support and participate in an on‑call rotation for high‑impact after‑hours incidents More about you Bachelor's degree in computer science, information systems, or equivalent preferred Minimum of 2 years of related experience, including experience with Windows based PCS, Active Directory, hospitality systems, Microsoft Office Suite, and network devices Experience in recording and updating tickets in an Incident Management system Service Now experience is a plus Experience with utilizing a knowledge base Background working in a service desk or IT operations role, coordinating incidents and service requests.

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