IT Service Delivery Coordinator at Tech Networks of Boston

Tech Networks of Boston is a Managed Service Provider (MSP) with more than 90 clients in the greater Boston area.  We are seeking an IT Service Delivery Coordinator to join our fast-growing team.  Surround yourself with highly motivated experts in the tech industry and hone your skills with the guidance of our respected leadership. At Tech Networks of Boston, we fulfill mission-driven goals and use IT for good. The IT Service Delivery Coordinator is essential to our business and will be reporting to the Director of Managed Services.  We are looking for an energetic, detail-oriented individual who will focus on 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 at peak and clients are supported.Shift and LocationThis is a hybrid position.  Hours are Monday through Friday from 8:30 am to 5:30 pm.  This position is a hybrid role working at least 2 days per week in our Boston office. Compensation & Benefits* $28.00 to $33.00 per hour (depending on experience)* Robust benefits package* Access to TNB-funded IT professional learning experiences, provided for all employees looking to earn current tech certifications Qualifications and Experience* 1+ year of customer service or dispatching experience; 2+ years of service management/call center/field service experience desirable* Extensive experience with MS Office* Excellent listening skills as well as written and verbal communication skills; ability to translate technical concepts and terms to users at all levels* Experience with Autotask and Kaseya is a plus* Aptitude for balancing technical proficiencies with customer service skills to de-escalate a situation* High school diploma or GED; Associate degree preferredEssential ResponsibilitiesThe person in this position has primary responsibility for scheduling staff resources to client sites and triaging help desk tickets as well as providing support to clients as situations arise. Resource Management* Using Autotask, maintain and update schedule for technicians in the field; adjust for holidays and schedule vacations* Reassign resources to cover sick days* Update staff and client POC’s of upcoming scheduled appointments* Gather, coordinate, and disseminate information to staff and clients on all aspects of project assignments, scheduling, and due dates* Ensure that techs are meeting our Internal SLAs and any SLAs we have with clients* Coordinate distribution and follow through for help desk tickets based date created, priority, and status Business Processes* Continually look for ways to improve our ticketing system* Generate reports, analyze data, and proved management with findings and recommendations * Create, revise, and distribute documentation as required * Perform other assignments as directed by Director of IT Services in support of service operationsCustomer Service* Respond to incoming calls; assess problems; dispatch best qualified technical resource to address issues, keeping clients informed of all steps through resolution* Maintain the quality, quantity, and timeliness of dispatch to customer needs, questions or problemsCompany OverviewA leading MSP for more than 30 years, Tech Networks of Boston (TNB) is committed to providing quality IT services to non-profits and mission-driven organizations.  TNB is proud to be an Equal Opportunity Employer. We hire the best talent regardless of gender, race, creed, color, national origin, ancestry, disability, marital status, age, sexual orientation, or veteran status. In addition, TNB promotes and supports a variety of diversity, equity, and inclusion initiatives and sustainability programs.To learn more about Tech Networks of Boston, check out our website: https://techboston.com/ApplyingIf you are interested in joining our diverse team of professionals, please send your resume and a cover letter detailing why you wish to be considered for this position.  Please submit your resume and a cover letter why you are a good fit for this position.  No phone calls, please.  We will provide a complete job description to all qualified applicants.