Summary / Objective
The IT Service Desk Coordinator is responsible for coordinating Service Desk activities across an assigned scope and for ensuring consistent and effective first-line support to IT Systems Users.
The role coordinates workload, priorities, coverage and escalations, monitors the progression of IT Incidents and IT Requests and ensures consistent application of support procedures and applicable ITSM Processes.
The role coordinates handover to other support capabilities and identifies recurring support issues, knowledge gaps and opportunities to improve first-line resolution and the user-support experience. Where responsible for people, the IT Service Desk Coordinator organizes and guides Service Desk activities and develops the required competencies. Where responsible for a Service Desk domain, it acts as content owner for the associated procedures and knowledge.
Essential Functions
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Daily Service Desk Leadership: Provide visible leadership throughout the shift, set priorities, communicate operational changes, answer process and technical questions, delegate work, and ensure agents understand ownership and next steps.
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Queue and Ticket Assignment: Monitor BMC Helix queues and Webex contact-center activity; assign work equitably, coordinate Ticket Assigner handovers across regions; and prevent unowned or aging work.
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Resource and Coverage Planning: Maintain coverage plans for shifts and absences. Arrange backup support and escalate capacity risks as needed.
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Ticket Quality and Lifecycle Oversight: Ensure accurate ticket documentation, classification, updates, and closure throughout the ticket lifecycle.
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Technical Guidance and Escalation Support: Provide technical guidance and ensure issues are escalated to the appropriate support teams.
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Cross-Team Coordination: Collaborate with relevant teams and stakeholders to ensure clear ownership, effective handoffs, and timely resolution.
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Major Incident Management: Lead or support incident bridges, ensure required stakeholders are included, capture decisions and action owners, issue clear outage and resolution communications, and preserve complete incident records.
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Quality Assurance and Coaching: Perform routine ticket audits, review SLA and aging exceptions, identify missed escalation or documentation steps, give timely feedback, maintain coaching records, and partner with management on development plans and formal performance processes.
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Training, Onboarding, and Knowledge Management: Coordinate onboarding, access readiness, shadowing, cross-training, and knowledge transfer. Maintain or improve SOPs, knowledge articles, decision trees, team notes, and training materials so agents can resolve work independently and consistently.
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People Leadership and Accountability: Set clear expectations, conduct regular one-on-ones and team check-ins, support goal setting and reviews, recognize good work, address process or conduct concerns promptly, and foster a respectful, collaborative, and customer-focused team culture.
Other Duties
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Administrative Responsibilities: Submit required weekly time records in WTAS and the applicable local HR system, request planned leave in accordance with policy, and submit expense reports by required deadlines.
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Required Training and Assigned Projects: Complete annual HR training and required EtQ and Eurofins Learning Portal training within established deadlines, remain current on applicable Eurofins documentation, and put requirements into practice; support special projects, training activities, and major-event support as assigned.
This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change at any time with or without notice.
Competencies
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Operational leadership and prioritization: Real-time workload management, delegation, shift coordination, coverage planning, decision-making, and accountability.
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People leadership and development: Coaching, feedback, expectation setting, conflict resolution, onboarding, training coordination, performance documentation, recognition, and engagement.
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IT service management: Strong understanding of incident, request, major incident, knowledge, escalation, and handoff practices.
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Technical troubleshooting and judgment: Structured diagnosis, appropriate use of administrative and remote-support tools, risk-aware decision-making, and accurate determination of ownership and escalation paths.
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Communication and customer service: Clear English verbal and written communication, active listening, concise executive updates, customer empathy, and the ability to explain technical information to nontechnical audiences.
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Collaboration and teamwork: Ability to work effectively with teams across different locations, build strong working relationships, and contribute to shared goals and successful outcomes.
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Integrity and compliance: Responsible handling of confidential information, approvals, privileged access, audit records, and regulated or security-sensitive activities.
Required Education and Experience
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Education: High school diploma or equivalent.
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IT Support Experience: Progressive experience in enterprise end-user support, including troubleshooting, ticket ownership, queue management, prioritization, customer communication, and escalation coordination.
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Leadership Experience: Demonstrated experience leading, coordinating, or mentoring an IT support team or operational workstream, including workload assignment, coverage planning, onboarding, coaching, and training.
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ITSM Experience: Proficiency using an IT service management platform such as BMC Helix or ServiceNow for ticket documentation, queue management, reporting, and incident and request workflows.
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Technical Foundation: Working knowledge of Windows end-user environments, Microsoft 365, Active Directory account and group administration, authentication methods, remote-support tools, endpoint management, software deployment, printers, VPN, and basic network connectivity troubleshooting.
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Communication: Strong written and verbal English communication, and the ability to coordinate with technical and nontechnical stakeholders across regions and organizational levels.
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Minimum Experience: 3 to 5 years of experience in a leadership role
What do we offer?
- Good working environment.
- Opportunities for further growing and development.
- Lunch and transportation included.
- And more...