Job Description
What success looks like in this role:
The Team Coordinator supports the Service Desk Supervisor in improving team performance, technical knowledge, and service quality. The role also acts as a senior point of contact for agents and may handle tickets or calls when needed.
Key Responsibilities:
Support the Supervisor by highlighting risks, customer issues, and operational challenges
Monitor call/ticket quality, analyze performance, and identify training needs
Provide coaching, mentoring, and day-to-day guidance to Service Desk agents
Handle escalations and provide advanced technical and procedural support
Monitor queues and SLAs, ensuring timely resolution of tickets and service requests
Contribute to process improvements, knowledge base updates, and quality initiatives
Support troubleshooting, ticket handling, and ensure proper documentation
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