Service Coordinator (IT Services)

TL;DR

Service Coordinator (IT Services): Ensuring timely and effective resolution of IT service issues and managing service requests with an accent on coordinating across IT teams, documenting procedures, and monitoring SLAs. Focus on driving process improvements in Incident, Problem, and Change Management, and orchestrating incident recovery.

Location: Fully remote

Company

hirify.global designs, builds, manages, and modernizes mission-critical technology systems for clients globally.

What you will do

• Ensure timely and effective resolution of customer IT service issues.
• Coordinate and manage service requests while maintaining constant customer communication.
• Collaborate with other IT teams and stakeholders to align service delivery with business needs.
• Document and update service management procedures and workflows.
• Monitor and report on Service Level Agreements (SLAs).
• Manage and ensure compliance with Incident, Problem, and Change Management processes.
• Orchestrate incident recovery by driving the incident bridge and consolidating resolution plans.

Requirements

• At least 5 years of experience in a key IT discipline such as desktop field services, network support, applications, security, or IT management.
• Capability to navigate effectively between infrastructure and application platforms, businesses, functions, end-users, and senior management.
• Expertise in desktop, technical, and help desk support.
• Expertise in incident management and service improvement.
• Experience in SLA Management/Service Management.
• Expertise in customer service and customer communications.

Nice to have

• ITIL certified.
• High level communicator with good written and verbal skills.

Culture & Benefits

• Opportunities for career growth, hands-on experience, and learning.
• Access to certifications from major platforms (Microsoft, Google, Amazon, Skillsoft).
• Focus on diversity, equity, and inclusion through hirify.global Inclusion Networks.
• Benefits that support employee well-being and family needs.
• Company-wide volunteering and giving platform.