Senior Associate, IT Service Desk Coordinator

Position Title: Senior Associate, IT Service Desk Coordinator

Position Type: Regular Full-Time

Department: Finance & Administration

Location: Washington, DC - Hybrid

Salary Range: $62,000 - $80,000 - $99,000

Corus International provides a competitive, growth-oriented, yet fiscally responsible compensation program. When determining an offer for employment, multiple factors are considered including relevant years of experience, education, skills, internal equity, and budget. Our overall approach is to target the minimum to midpoint for starting salaries, based on these factors.

Additionally, Corus provides a comprehensive and competitive employee benefit package to protect our valued and dedicated staff and their families. Our benefits include three medical plan options with comprehensive prescription drug coverage, low-cost dental coverage with 100% paid vision insurance. Corus also provides a generous retirement plan and PTO to include vacation, sick, holiday, parental, jury, international travel, and bereavement leave; employer-sponsored basic life/AD&D insurance; employee wellness incentives, and employee work/life balance and assistance programs.

Corus International is seeking a Senior Associate, IT Service Desk Coordinator to join its IT team at the Headquarters in Washington, DC.

Position Summary:

The Senior Associate, IT Service Desk Coordinator is responsible for the day-to-day coordination of the Service Desk, supporting both Tier 1 and Tier 2 operations. This role ensures the delivery of reliable and customer-focused support across the organization by managing shift coverage, balancing ticket ques, and guiding service desk staff in alignment with established procedures and service standards.

Responsibilities:

• Administer the day-to-day service desk tool (Freshservice), ensuring accurate categorization, CI/Asset updates, and effective use of automations (forms, workflows).
• Run daily huddles, assign work during shifts, balance channels (phone, chat, portal, email), monitor SLA/OLA adherence, and escalate risks to the Service Desk Manager.
• Manage incident triage, prioritization, and escalation; coordinate with Tier 2/3 staff and vendors; and support user communications for P1/P2 playbooks.
• Perform QA checks (ticket hygiene, first contact resolution, communications quality), maintain and improve knowledge base and service catalog entries; and promote shift-left strategy.
• Capture known errors and workarounds, contribute to problem reviews, and execute standard change tasks for end-user services in accordance with established policies and procedures.
• Produce daily and weekly operational snapshots (volumes, SLA, backlog, repeat contacts) and propose improvements.
• Actively resolve Tier 1, Tier 2, and Tier 3 tickets, escalating as needed to stabilize services, address coverage gaps, and support VIP or major incident workstreams.

Supervisory:

• This position does not supervise staff.

Required Qualifications:

• Bachelor's degree and three years relevant IT experience; or the equivalent combination of education and/or experience.
• Experience in queue management, major incident communications, and stakeholder handling.
• Strong knowledge of ITIL practices including Incident, Request, Problem, Change, Knowledge, Serve Catalog management.
• Proficiency with standard office tools and ITSM infrastructure software
• Proficiency with service management tools (Freshservice, M365/Teams/SharePoint, Azure AD/Entra ID), endpoint management (Intune), and remote support tools.
• Clear written and verbal communication skills with the ability to convey complex information clearly and effectively to both technical and non-technical audiences.
• Ability to coach and influence others.
• Ability to troubleshoot and resolve technical issues calmly and effectively.
• Quick learner with strong retention of new information.
• Skilled in managing multiple tasks and shifting priorities in a fast-paced environment.
• Ability to work on call during evenings and weekends as needed.

Preferred Qualifications:

• Experience working in a global NGO environment preferred.
• Scripting/automation basics (Power Automate, PowerShell) a plus.

Physical and Mental Requirements:

• The mental requirements that are essential to satisfactorily executing the responsibilities outlined in this job description include, but are not limited to: learning new tasks, comprehending, and retaining information, completing tasks independently, effectively communicat