Support Services Coordinator
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Job Description
Support Services Coordinator focusing on ticket management and workflow coordination at ProArch. Ensuring compliance with SLAs and providing operational support for effective service delivery.
Responsibilities:
- Monitor incoming, assigned, and escalated support tickets to ensure timely ownership and resolution.
- Coordinate ticket triage activities and ensure appropriate assignment across the support organization.
- Monitor escalations received through the Help Center and ensure they are actively addressed.
- Identify and coordinate proper routing of tickets requiring engagement outside standard support workflows.
- Maintain visibility into ticket queues and ensure no critical requests remain unattended.
- Continuously monitor tickets approaching or exceeding SLA thresholds.
- Proactively communicate potential SLA risks and breaches to Support Leadership and key stakeholders.
- Collaborate with engineers and support teams to drive timely resolution and SLA recovery actions.
- Track service performance metrics and highlight areas requiring operational attention.
- Coordinate scheduling of ticket-related work and align assignments with resource availability.
- Facilitate collaboration between engineers, project teams, and support resources.
- Help identify and address coverage gaps to ensure uninterrupted support operations.
- Support workload balancing across teams to maximize efficiency and responsiveness.
- Review and ensure ticket records contain accurate and complete information, including:
- Categories
- Contacts
- Locations
- Required fields
- Supporting documentation
- Promote adherence to established ticketing standards, workflows, and operational processes.
- Assist in maintaining consistency and quality across support activities.
- Monitor tickets requiring additional action, including:
- Needs Attention
- Customer Reply
- Pending
- Stalled or aging tickets
- Conduct timely follow-ups with responsible teams to ensure continued progress.
- Prevent tickets from becoming inactive or delayed due to lack of ownership.
- Monitor workloads for engineers who are out of office or unavailable.
- Coordinate reassignment or progression of active work to prevent service disruptions.
- Ensure continuity of support activities and adherence to customer commitments.
- Provide backup coverage for Help Center phone queues as required.
- Assist with support coordination, scheduling, and operational activities.
- Support day-to-day administrative functions that contribute to effective service delivery.
Requirements:
- Bachelor's degree in Information Technology, Business Administration, Operations, or a related field.
- 3–5 years of experience in Support Operations, Service Desk Coordination, Technical Support Administration, IT Operations, or a similar role.
- Experience working with ticketing and service management platforms (e.g., ServiceNow, Jira Service Management, Zendesk, ConnectWise, Freshservice, or similar).
- Strong understanding of SLA management and support workflows.
- Excellent organizational, multitasking, and follow-up skills.
- Strong written and verbal communication abilities.
- Ability to collaborate effectively with cross-functional and technical teams.
- Experience in managed services, technical support, or IT service delivery environments.
- Familiarity with ITIL principles and service management best practices.
- Experience working in high-volume support environments.
- Knowledge of resource scheduling and workload management practices.
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