Incident Response Service Delivery Coordinator

ABOUT US

CTS delivers comprehensive IT solutions to meet the unique demands of mission-driven organizations. We have deep expertise in supporting nonprofits and educational institutions; however, our team is equipped to handle the complexities of IT across a variety of sectors. We’re committed to making technology work seamlessly, so our clients can focus on making a difference, regardless of their industry.

At CTS, we believe in building a company culture that fosters growth, collaboration, and innovation. By joining our team, you will not only help empower businesses with cutting-edge IT solutions but also build a rewarding career in a dynamic and supportive environment. Discover the many reasons why CTS is a great place to advance your career. We are headquartered in Brooklyn, NY with 90+ employees across the US and several other countries. Learn more about us at ----------

JOB OVERVIEW

The Service Delivery Coordinator plays a crucial role in managing and prioritizing service requests, ensuring timely resolution of technical issues. This position serves as the central point of contact for coordinating technicians, tracking ticket progress, and maintaining service level agreements (SLAs) within in our I ---------- Response team.

If you are interested, please send your resume to ---------- with the subject "I ---------- Response Service Delivery Coordinator."

RESPONSIBILITIES

Ticket Management & Workflow Coordination

· Monitor incoming service requests and categorize them based on urgency and complexity.

· Assign tickets to appropriate technicians based on skill level, availability, and priority.

· Ensure tickets are updated with accurate details, including troubleshooting steps and resolution notes.

· Track ticket progress and follow up on unresolved issues to maintain workflow efficiency.


Technician Coordination & Scheduling

· Manage technician schedules to optimize workload distribution.

· Ensure technicians are aware of their assigned tasks and provide necessary details for resolution.

· Adjust schedules dynamically based on urgent requests or escalations.

· Coordinate on-site visits when remote resolution is not possible.


SLA Compliance & Performance Monitoring

· Monitor ticket resolution times to ensure compliance with service level agreements (SLAs).

· Identify bottlenecks in the workflow and suggest improvements to enhance efficiency.

· Generate reports on ticket resolution metrics, technician performance, and client satisfaction.


Escalation Handling & Issue Prioritization

· Identify critical issues that require immediate attention and escalate them to senior engineers or management.

· Ensure proper documentation of escalated tickets for future reference.

· Communicate with clients regarding escalations and expected resolution timelines.


Client Communication & Relationship Management

· Provide timely updates to clients regarding ticket status and resolution progress.

· Address client concerns and ensure a positive service experience.

· Maintain clear and professional communication between clients and technicians.


Process Optimization & Documentation

· Continuously refine ticketing workflows to improve efficiency.

· Develop and maintain documentation for standard operating procedures (SOPs).

· Train technicians on best practices for ticket documentation and resolution tracking.


Reporting & Data Analysis

· Generate reports on ticket trends, technician workload, and service performance.

· Analyze data to identify recurring issues and recommend proactive solutions.

· Present findings to management to support strategic decision-making.



REQUIRED SKILLS & QUALIFICATIONS

Coordination Experience (2+ Years): Proven ability to manage complex workflows, prioritize tasks, and oversee multiple technicians in a fast-paced MSP environment.

Network & Security Operations Knowledge: Strong understanding of network infrastructure, cybersecurity principles, and IT service management best practices.

IT Ticketing Systems Expertise: Hands-on experience with platforms like ConnectWise, Autotask, or ServiceNow for efficient ticket tracking and resolution.

SLA & Performance Management: Ability to monitor service level agreements (SLAs), track key performance indicators (KPIs), and optimize service delivery.

Escalation & I ---------- Handling: Experience in identifying critical issues, escalating appropriately, and ensuring timely resolution of security-related i ---------- .

Technical Communication & Client Interaction: Strong ability to translate technical issues into clear, actionable updates for clients and internal teams.

Process Improvement & Documentation: Skilled in refining workflows, maintaining SOPs, and ensuring compliance with industry standards.

Team Leadership & Resource Allocation: Ability to coordinate technician schedules, balance workloads, and ensure optimal efficiency in service operations.


BENEFITS

· Competitive wages

· 10 PTO Days


THE HIRING PROCESS

Once you are successfully approved of one step, you will be moved to the following one.

1. Application review

2. First interview with our team, on a 30-minute phone call

3. Interview with the Hiring Manager, from 30 to 45 minutes online video call

4. Offer extended.

5. Welcome to CTS!

CTS is proud to be an equal opportunity employer that celebrates diversity and is committed to creating an inclusive workplace with equal opportunity for all applicants and employees. Our goal is to recruit the most talented people from a diverse candidate pool regardless of race, color, ancestry, national origin, religion, disability, sex (including pregnancy), age, gender, gender identity, sexual orientation, marital status, veteran status, or any other characteristic protected by law.

CTS is committed to working with and providing access and reasonable accommodation to applicants. If you require an accommodation, please reach out to ---------- once you've begun the interview process. All requests for accommodation are treated discreetly and confidentially, as practical and permitted by law.