Service Delivery Coordinator

Service Delivery Coordinator

The Service Delivery Coordinator will play a crucial role in optimizing our internal and field technical resources through efficient management of daily service requests. You'll engage with clients to gather service requests and prioritize, schedule, and assign service engineers for both remote and onsite services based on urgency and contractual Service Level Agreements (SLAs). Your ability to build and maintain strong client relationships is paramount, making your contribution essential to ensuring seamless service delivery within our team.

About K Group Companies

K Group is a locally owned and operated group of technology companies that was established in 1980 and located in Grand Rapids, MI. We proudly serve clients across the United States, with a strong focus on Michigan. Our expertise spans a wide spectrum of technological services, ensuring that we deliver exceptional solutions at the highest level of quality. Rooted in principles of excellence and creativity, our culture is dedicated to fostering collaboration, innovation, and inclusivity.

Why Work Here?

“Great focused team environment.”

For more than 40 years, K Group Companies has been one of West Michigan’s premier technology providers. From Managed IT services to physical security integration, our team has established itself as a known, trusted advisor to our community.

As a local, 3rd generation family-owned business, we pride ourselves in reliable, intentional, and committed relationships with our customers – and each other!

Whether we are helping customers secure their environment, beating each other at MarioKart in our Team Zone arcade, or grabbing lunch at our local BBQ restaurant, we delight in collaboration and making a difference as a team. We truly believe that we are better together!

Responsibilities:

Act as the primary point of contact to the client for all types of service requests

Coordination of support pod to ensure maximum utilization of billable resources.

Pre-process service requests as they arrive through email, manual entry, or direct client input.

Schedule internal and field technical resources on the dispatch portal

Monitor resource schedules to ensure prompt time entry on service requests.

Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.

Fast turnaround of client requests

Ability to work in a team and communicate effectively.

Work with Service Delivery Manager to improve usage and increase productivity of support resources.

Escalate service requests that cannot be scheduled within agreed service levels.

Compensation and Benefits

·         Paid Time Off (PTO)

·         Volunteer Paid Time Off (VTO)

·         100% employer paid family health insurance premium

·         100% employer paid disability insurance

·         100% employer paid dental & vision insurance

·         401k with Safe Harbor contributions from company annually

·         Profit sharing opportunities

·         Bonus programs

Qualifications:

Basic computer and operating system knowledge

Interpersonal skills: such as telephone skills, communication skills, active listening and client-care

Ability to multi-task and adapt to changes quickly.

Technical awareness: ability to match resources to technical issues appropriately.

Service awareness of all organization’s key technology services for which support is being provided.

Understanding of support tools, techniques, and how technology is used to provide technology services.

Typing skills to ensure quick and accurate entry of service request details.

Self-motivated with the ability to work in a fast-moving environment.

Experience in client service or phone related skills; familiarity with computer system support terminology concepts