Senior IT Service Desk Coordinator

corus; Washington (District of Columbia); Hybrid; USD 62,000 - 99,000; Full time

Benefits offered by this job

Hybrid work policy

Job summary

Corus International is seeking a Senior IT Service Desk Coordinator in Washington, DC, with a hybrid work arrangement. The role oversees day-to-day service desk operations, tickets across Tier 1–3, and coordination of staff to meet SLA targets.

Requires a Bachelor's degree and 3 years IT experience with ITIL knowledge. The position offers a competitive benefits package, and travel may be required for domestic work.

Qualifications

• Bachelor's degree and three years IT experience or equivalent
• Strong ITIL knowledge including Incident, Request, Problem, Change, Knowledge, and Service Catalog management
• Experience with ITSM tools and service management platforms (Freshservice, M365, Azure AD)
• Proficiency in end-user support and remote troubleshooting
• Excellent written and verbal communication; ability to explain complex topics clearly
• Ability to coach and influence others and manage multiple tasks in a fast-paced environment
• Willingness to work on call during evenings and weekends

Responsibilities

• Coordinate day-to-day service desk operations and shift coverage; balance queues across channels
• Run daily huddles; assign work and monitor SLA/OLA adherence
• Escalate incidents to Tier 2/3 and coordinate with vendors as needed
• Perform QA checks and maintain knowledge base and service catalog entries
• Capture known errors and contribute to problem reviews; support change tasks
• Produce daily/weekly operational snapshots and propose improvements
• Resolve Tier 1–3 tickets and address coverage gaps for major incidents

Skills

ITIL practices

Queue management

Stakeholder handling

ITSM tools

MS 365/Teams/SharePoint

Azure AD/Entra ID

Intune

Remote support tools

Clear communication

On-call readiness

Education

Bachelor's degree

Tools

Freshservice

M365/Teams/SharePoint

Azure AD/Entra ID

Intune

Job description

Position Title: Senior IT Service Desk Coordinator

Position Type: Regular Full-Time

Department: Finance & Administration

Location: Washington, DC - Hybrid

Salary Range: $62,000 - $80,000 - $99,000

Corus International provides a competitive, growth-oriented, yet fiscally responsible compensation program. When determining an offer for employment, multiple factors are considered including relevant years of experience, education, skills, internal equity, and budget. Our overall approach is to target the minimum to midpoint for starting salaries, based on these factors.

Additionally, Corus provides a comprehensive and competitive employee benefit package to protect our valued and dedicated staff and their families. Our benefits include three medical plan options with comprehensive prescription drug coverage, low-cost dental coverage with 100% paid vision insurance. Corus also provides a generous retirement plan and PTO to include vacation, sick, holiday, parental, jury, international travel, and bereavement leave; employer-sponsored basic life/AD&D insurance; employee wellness incentives, and employee work/life balance and assistance programs.

Corus International is seeking a Senior IT Service Desk Coordinator to join its IT team at the Headquarters in Washington, DC.

Position Summary:

The Senior IT Service Desk Coordinator is responsible for the day-to-day coordination of the Service Desk, supporting both Tier 1 and Tier 2 operations. This role ensures the delivery of reliable and customer-focused support across the organization by managing shift coverage, balancing ticket queues, and guiding service desk staff in alignment with established procedures and service standards.

Responsibilities:

• Administer the day-to-day service desk tool (Freshservice), ensuring accurate categorization, CI/Asset updates, and effective use of automations (forms, workflows).
• Run daily huddles, assign work during shifts, balance channels (phone, chat, portal, email), monitor SLA/OLA adherence, and escalar risks to the Service Desk Manager.
• Manage incident triage, prioritization, and escalation; coordinate with Tier 2/3 staff and vendors; and support user communications for P1/P2 playbooks.
• Perform QA checks (ticket hygiene, first contact resolution, communications quality), maintain and improve knowledge base and service catalog entries; and promote shift-left strategy.
• Capture known errors and workarounds, contribute to problem reviews, and execute standard change tasks for end-user services in accordance with established policies and procedures.
• Produce daily and weekly operational snapshots (volumes, SLA, backlog, repeat contacts) and propose improvements.
• Actively resolve Tier 1, Tier 2, and Tier 3 tickets, escalating as needed to stabilize services, address coverage gaps, and support VIP or major incident workstreams.

Supervisory:

• This position does not supervise staff.

Required Qualifications:

• Bachelor's degree and three years relevant IT experience; or the equivalent combination of education and/or experience.
• Experience in queue management, major incident communications, and stakeholder handling.
• Strong knowledge of ITIL practices including Incident, Request, Problem, Change, Knowledge, Service Catalog management.
• Proficiency with standard office tools and ITSM infrastructure software
• Proficiency with service management tools (Freshservice, M365/Teams/SharePoint, Azure AD/Entra ID), endpoint management (Intune), and remote support tools.
• Clear written and verbal communication skills with the ability to convey complex information clearly and effectively to both technical and non-technical audiences.
• Ability to coach and influence others.
• Ability to troubleshoot and resolve technical issues calmly and effectively.
• Quick learner with strong retention of new information.
• Skilled in managing multiple tasks and shifting priorities in a fast-paced environment.
• Ability to work on call during evenings and weekends as needed.

Preferred Qualifications:

• Experience working in a global NGO environment preferred.
• Scripting/automation basics (Power Automate, PowerShell) a plus.

Physical and Mental Requirements:

• The mental requirements that are essential to satisfactorily executing the responsibilities outlined in this job description include, but are not limited to: learning new tasks, comprehending, and retaining information, completing tasks independently, effectively communicating verbally and in writing, demonstrating proficiency in using computer software to perform assigned tasks.
• The physical requirements that may be needed to execute responsibilities may include bending, standing, and walking, etc.
• Must be able to lift, carry or otherwise move up to 50 pounds as needed.

Other Duties:

This job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities for the position. Duties, responsibilities and activities may change at any time with or without notice. All positions are required to perform any additional tasks assigned by the supervisor. Global positions that are bound by contracts will not be changed without notice and approval.

Working Conditions, Travel and Environment

• Corus has a hybrid work policy, allowing work to be done remotely; two days per week (Tuesday and Wednesday) in the office is required. The employee must be available to work outside normal office hours or weekends as required.
• This position must be able to travel as required for standard domestic business purposes.
• Must have authorization to work in the country of assignment.

As a member of the Corus Family, each employee is expected to:

• Foster a work environment where everyone feels valued and included.
• Support employees' evaluation and promotion processes based on skills and performance.
• Promote a safe, secure, and respectful environment for all members of Corus family, stakeholders in general, and particularly for the communities we serve.
• Follow Corus Code of Conduct helping to prevent any type of abuse including workplace harassment, sexual abuse and exploitation, and trafficking in persons.
• Adhere to the Organizational Core Values.

Corus International is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, genetic information, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.