Job Title: Service Delivery Coordinator, Full-Time

Reports To: Chief Executive Officer

FLSA Status: Non-Exempt

Location: Livonia, MI and Client Locations

Schedule: M-F, 8am-5pm

Job Summary

E & E Tech is a leading Managed Service Provider with headquarters in Livonia, MI. Serving a nationwide client base, we keep organizations safe, secure, and efficient with our expert IT capabilities. From security and hardware to unified communications and new technology installations, our specialists keep our clients covered.

The number one goal of everyone in our team is to make our clients exceptionally happy. The Service Delivery Team is in charge of making this happen. The Service Delivery Coordinator is the main backbone of the Service Delivery Team, assigning tasks and making sure that all our techs and engineers are working efficiently and scheduled properly to make sure all our work is flowing along nicely and clients are supported.

Detailed Responsibilities

• Use our PSA/Ticketing System to manage and monitor all Client-facing activity
• Schedule and Assign the Work-Load Across our Team so they are working efficiently
• Continually look for ways to better do what we do with our Ticketing System
• Make sure that we are meeting our Internal SLAs and any SLAs we have with Clients
• Make sure nothing slips through any cracks and if it does, stop it from happening again
• Create and be Accountable to Regular Reporting to the Leadership Team
• Manage client expectations to ensure that the Team can deliver on what is promised
• Improve customer service, perception and satisfaction
• Report the utilization of Support resources to the Service Delivery Manager
• Coordinate & schedule the Service Team to high utilization
• Support the Team and Clients with any unusual/high-level issues that arise
• Escalating any unusual/high-level issues that arise to the Service Delivery Manager
• Manage shipping/receiving
• Manage orders and check status with vendors after quote it approved

Position Requirements & Competencies

• Great Communications skills, founded in being a good listener
• Experience in Scheduling and Resource Management
• IT Literate – Medium to Advanced User level
• Management & Leadership Experience of an IT Service Team
• A deep desire to deliver an amazing Client Experience
• Drivers license
• The ability to keep up with & adapt to the fast-paced IT world
• Experience using a Ticketing system and/or PSA Tool
• Skills in Strategic & Resource Planning with an ability to think and plan ahead
• Experience handling Technical Service Tickets
• Experience and knowledge of working with the Microsoft 365 Platform
• Experience working for a Managed Service Provider (MSP) or IT Support Business.

For someone looking to progress their role, the Service Delivery Coordinator naturally leads into the role of Service Delivery Manager or Director of Operations.