Service Desk Coordinator / onsite

Are you looking to join a MSP in the King of Prussia area as a Service Desk Coordinator?
The position is full-time and offering a dynamic work environment where you’ll be helping to oversee critical service desk operations for an innovative and tech-driven company. The ideal candidate will bring a passion for customer service and a strong ability to manage a team to deliver exceptional support using the latest technology.
This role will consist of ticket management including documentation, ticket escalation and more.

Required Skills & Experience

• Proven experience in Service Desk/Help Desk coordination

• Strong understanding of ITIL and IT Service Management practices

• Experience with ticketing systems (e.g., ServiceNow, Jira Service Desk)

• Ability to manage a team, ensuring high performance and customer satisfaction

• Excellent communication and organizational skills

• Ability to work under pressure and handle multiple tasks at once

Desired Skills & Experience

• Knowledge of incident, problem, and change management processes

• Experience with Active Directory and Windows Server environments

• Understanding of network protocols and hardware troubleshooting

• Previous experience in a leadership or supervisory role

• Certifications such as ITIL Foundation or CompTIA A+

What You Will Be Doing
Tech Breakdown

• 70% Service Desk/Help Desk Coordination

• 20% IT Service Management & Process Improvement

• 10% Customer Support Training & Development

Daily Responsibilities

• 50% Managing day-to-day operations of the service desk, ensuring all tickets are tracked and resolved promptly

• 30% Collaborating with internal teams to improve service delivery processes and resolve escalated issues

• 20% Coaching and mentoring service desk team members to enhance customer service skills and team performance

The Offer
• Bonus OR Commission eligible
You will receive the following benefits:

• Medical, Dental, and Vision Insurance

• Vacation Time

• Stock Options

Applicants must be currently authorized to work in the US on a full-time basis now and in the future.