Service Coordinator (IT Support)

TL;DR

Service Coordinator (IT Support): Managing operational coordination of the Service Desk to ensure efficient ticket resolution with an accent on SLA monitoring, escalation handling, and process governance. Focus on reducing backlogs, identifying root-cause trends, and bridging communication between technical teams and stakeholders.

Location: Flexible hours with home-based working possibilities

Company

hirify.global provides innovative services requiring high levels of customer trust and ethical business conduct.

What you will do

• Coordinate day-to-day cross-team activities to ensure a seamless workflow across different support levels.
• Lead tactical "Service Calls" for short-cycle ticket reviews with partners and clients to align on open items.
• Manage immediate responses and internal priority setting for P1 cases, privacy/security breaches, and VIP tickets.
• Track and report on SLAs, backlog status, and ticket quality to identify root-cause trends.
• Maintain the Help Center and Knowledge Base and coordinate AI-driven support initiatives.
• Liaise between Sales, Onboarding, and the Service Desk to manage internal escalations.

Requirements

• Significant experience in IT support or service coordination.
• Proven ability to manage high-volume ticket environments and meet operational deadlines.
• Proficiency in modern ticketing tools and dashboards, specifically Intercom (RDR) and Jira.
• Excellent verbal and written communication skills in French and English.
• Ability to perform root-cause analysis on problem tickets to prevent recurring issues.

Culture & Benefits

• Market-conformed gross salary based on skills and experience.
• Comprehensive insurance package including hospitalization and meal-vouchers.
• Flexible hours with home-based working possibilities for a healthy work-life balance.
• Inclusive workplace committed to diversity and ethical practices guided by UN and OECD principles.