IT Service Desk Coordinator

About the Team/Role

We are seeking a highly skilled and forward-thinking Technology Service Desk Manager to lead our support team into the next generation of service excellence. The ideal candidate will have a strong background in IT Service Management (ITSM), a passion for driving automation and self-service, and a proven track record of exceeding industry service level agreements (SLAs) through the effective use of KPIs and metrics.

How you’ll make an impact

• Supervise the daily operations of a global Service Desk team in a fast-paced, deadline-driven environment, ensuring that staffing and skill levels are appropriately maintained.
• Manage and assign incidents to ensure service levels are maintained.
• Develop, document, and implement standard operating procedures for the Technology Service Desk.
• Work with business managers to identify areas of improvement.
• Analyze metrics and trends to identify improvement opportunities.
• Resolve escalations and complex issues promptly and efficiently with superior customer service.
• Manage the performance of the Service Desk Specialists.
• Assist Service Desk Agents, working tickets when workloads are high, or where additional experience is required.
• Provide exceptional customer service and Technology Support to the WEX population for all end-user services.
• Recommend procedures and controls for problem prevention, work closely with third-level teams to acquire knowledge, document and publish in the knowledge base, and provide training to team members.
• Share resolutions with the extended team and document them in the information knowledge base; provide training to team members as needed.
• Take ownership and responsibility for the work being handled by the Service Desk Team.
• Communicate customer expectations regarding resolution and timeframe, keeping users informed of progress.
• Become familiar with WEX systems and resources; develop a solid understanding of IT operations, applications, systems, and business-related processes and procedures.
• Provide support for IT Projects and IT Service Delivery initiatives.
• Other duties as assigned.

Experience you’ll bring

• A+, Net+, Security+, or applicable certifications are a plus
• Experience in a leadership and/or mentoring role
• Customer Service experience required
• Deep understanding of ITSM principles, with experience implementing ITIL best practices
• Ability to drive automation and self-service initiatives to improve efficiency and reduce user downtime
• Strong analytical skills with experience using KPIs and metrics to measure and improve service desk performance
• Excellent communication and interpersonal skills, with the ability to build strong relationships with stakeholders at all levels