Remote IT Service Desk Coordinator

Black Birch Group, Inc.; United States; Remote; USD 50,000 - 70,000; Full time

Benefits offered by this job

Private health insurance

Remote work environment

Christmas bonus

Performance-based incentives

Continuous training and professional发展

Job summary

Black Birch Group, Inc. is seeking a Service Desk Coordinator to support the daily IT Service Desk operations. You will coordinate ticket flow, monitor SLAs, and assist with technician scheduling while maintaining strong customer service.

The ideal candidate is organized, proactive, and capable of juggling multiple priorities in a fast-paced IT environment. You will communicate with end users, document issues, and help drive process improvements.

Qualifications

• Experience in a Service Desk, IT Support, or IT Coordination role.
• Strong organizational and multitasking skills.
• Experience with ticketing systems and IT support workflows.
• Excellent communication and customer service skills.
• Ability to prioritize and manage multiple requests simultaneously.
• Strong attention to detail and follow through.

Responsibilities

• Monitor and coordinate incoming IT support tickets through the ticketing system.
• Assign, prioritize, and track tickets based on urgency, impact, and SLAs.
• Ensure tickets are properly documented, categorized, and updated.
• Escalate unresolved or high priority incidents to the appropriate technical teams.
• Follow up on pending tickets to ensure timely resolution and user satisfaction.
• Serve as a primary point of contact between end users and the IT support team.
• Communicate ticket status updates, outages, and service interruptions to users and leadership.
• Coordinate technician schedules, workload balancing, and task assignments.
• Support onboarding/offboarding coordination related to IT access and equipment.
• Maintain professional communication with vendors and third party service providers.
• Generate and maintain service desk reports, dashboards, and performance metrics.
• Track SLA compliance, response times, and ticket resolution trends.
• Maintain knowledge base articles, procedures, and operational documentation.
• Identify recurring issues and recommend process improvements.
• Provide excellent customer service and ensure positive end user experiences.
• Assist users with basic troubleshooting and request routing when needed.
• Support service desk process improvements and operational efficiency initiatives.

Skills

Organizational skills

Multitasking

Communication skills

Customer service

Prioritization

Attention to detail

Team collaboration

Tools

IT ticketing systems

Microsoft Office 365

Job description

Black Birch Group, Inc. is seeking a Service Desk Coordinator to support the daily IT Service Desk operations. You will coordinate ticket flow, monitor SLAs, and assist with technician scheduling while maintaining strong customer service.

The ideal candidate is organized, proactive, and capable of juggling multiple priorities in a fast-paced IT environment. You will communicate with end users, document issues, and help drive process improvements.