The Service Desk Coordinator (SDC) is the go-to person for handling client calls, sorting and prioritizing support tickets, and assisting the Service Desk Manager. This role is all about keeping things running smoothly and making sure clients get top-notch service. You'll work closely with the service desk team, DG leadership, vendors, and clients to keep communication clear and efficient. Reporting directly to senior management, you'll play a key role in ensuring a great experience for both clients and the internal team.

To do well in this role, you’ll need to be well organized, a great communicator, and pay close attention to details. Your work should be accurate, and you should always be friendly and professional.

As a Service Desk Coordinator, imagine yourself:

• Being a key part of our success and the heart of our service desk.
• Talking to clients all day—over the phone and via email—helping them get the support they need.
• Working with an awesome team to make sure service tickets are handled quickly, accurately, and professionally.
• Learning something new every day, tackling challenges, and getting hands-on experience with cutting-edge technology.

We’re looking for a Service Desk Coordinator who:

• Has a sharp eye for detail and excellent communication skills.
• Brings at least two years of experience in a similar role—whether in tech support or client services.
• Wants to be involved in the tech world while also handling important administrative tasks.
• Loves to keep learning and growing.
• Is truly passionate about delivering an amazing client experience.
• The availability to work 40 hours, at minimum, per week.

Routine Job Responsibilities Include:

• Ticket Triage Tasks:
  • Answer client support calls and emails with a friendly, professional approach.
  • Keep a close eye on ticket queues, making sure tickets are reviewed, prioritized correctly, and meet client follow-up expectations.
  • Assign follow-up tasks to the right team members and ensure tickets are handled on time.
  • Make sure we’re meeting client SLAs for communication and response times.
• Administrative Tasks:
  • Provide general admin support to keep things running smoothly.
  • Review Monthly Health & Wellness Reports to check for missing or inaccurate information.
  • Help monitor ticket queues, making sure updates happen regularly and everything stays current.
  • Work with senior management to schedule client meetings and coordinate other efforts.
  • Assist with tracking client satisfaction through surveys and feedback.
  • Join team meetings when needed.
  • Assist with the procurement, design, and management of the DG “Swag” branding store.
• Client Tasks:
  • Regularly review backup reports and take necessary follow-up actions.
  • Help clients with password resets.
  • Create and review customer reports using our reporting software.

Company Details & Benefits:

• Pay Range: $19.23 per hour - $21.63 per hour ($40,000-$45,000 Annually). 40 Hours per week.
• Time Off: Vacation and sick time, plus 10 paid company holidays per year.
• Work Environment: 100% remote, with only occasional onsite needs at our Savage or Bel Air offices for team events or scheduled assistance.
• Benefits: Company healthcare plan.
• Who We Are: A small but ambitious team with over 22 years in business, committed to growth, innovation, and delivering top-tier client service.