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Service Delivery Coordinator- Network Operations Center
K Group CompaniesGrand Rapids, United Statesfull_timeVerifiedPosted 7 Mar 2025
About the role
Service Delivery Coordinator- Network Operations Center Overview: The Service Delivery Coordinator will play a crucial role in optimizing our internal and field technical resources
through efficient management of daily service requests. You'll engage with clients to gather service requests and
prioritize, schedule, and assign service engineers for both remote and onsite services based on urgency and
contractual Service Level Agreements (SLAs). Your ability to build and maintain strong client relationships is
paramount, making your contribution essential to ensuring seamless service delivery within our team.
Service Delivery Coordinator- Network Operations Center Responsibilities:
Act as the primary point of contact to the client for all types of service requests.
Coordination of support pod to ensure maximum utilization of billable resources.
Pre-process service requests as they arrive through email, manual entry, or direct client input.
Schedule internal and field technical resources on the dispatch portal.
Monitor resource schedules to ensure prompt time entry on service requests.
Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
Ability to work in a team and communicate effectively.
Work with Service Delivery Manager/Director to improve usage and increase productivity of support resources.
Escalate service requests that cannot be scheduled within agreed service levels.
Promptly respond to customer issues and inquiries providing clear and concise communication.
Troubleshoot and diagnose technical problems reported by customers, offering effective solutions.
Coordinate with different departments to prioritize and assign tasks based on urgency
Ensure timely resolution of technical issues by monitoring progress, following up on any pending tasks.
Assign support tickets to appropriate technicians based on skills, availability, and workload, while considering any customer-specific requirements or preferences.
Stay up-to-date with industry trends and emerging technologies to enhance problem-solving capabilities and customer support effectiveness.
Provide exceptional customer service by addressing concerns, providing updates, and ensuring overall customer satisfaction. Service Delivery Coordinator- Network Operations Center Qualifications:
Basic computer and operating system knowledge
Previous experience in IT working with RMM tool (Automate/Labtech preferred)
Interpersonal skills: such as telephone skills, communication skills, active listening and client-care.
Ability to multi-task and adapt to changes quickly.
Technical awareness: ability to match resources to technical issues appropriately.
Service awareness of all organization’s key technology services for which support is being provided.
Understanding of support tools, techniques, and how technology is used to provide technology services.
Self-motivated with the ability to work in a fast-moving environment.
About K Group Companies
K Group is a locally owned and operated technology service provider that was established in Grand Rapids, MI in 1980. We proudly serve clients across the United States, while remaining especially focused on our home state of Michigan. Our expertise spans a wide spectrum of technologies and services, ensuring that we deliver exceptional solutions at the highest level of quality. Rooted in principles of excellence and creativity, our culture is dedicated to fostering collaboration, innovation, and inclusivity. Why Work Here?
“Great, focused, team environment.” For more than 40 years, K Group Companies has been one of West Michigan’s premier technology providers. From Managed IT services to physical security integration, our team has established itself as a known, trusted advisor to our community. As a local, 3rd generation family-owned business, we pride ourselves in reliable, intentional, and committed relationships with our customers – and each other! Whether we are helping customers secure their environment, beating each other at Mario Kart in our Team Zone arcade, or grabbing lunch at our local BBQ restaurant, we delight in collabo
through efficient management of daily service requests. You'll engage with clients to gather service requests and
prioritize, schedule, and assign service engineers for both remote and onsite services based on urgency and
contractual Service Level Agreements (SLAs). Your ability to build and maintain strong client relationships is
paramount, making your contribution essential to ensuring seamless service delivery within our team.
Service Delivery Coordinator- Network Operations Center Responsibilities:
Act as the primary point of contact to the client for all types of service requests.
Coordination of support pod to ensure maximum utilization of billable resources.
Pre-process service requests as they arrive through email, manual entry, or direct client input.
Schedule internal and field technical resources on the dispatch portal.
Monitor resource schedules to ensure prompt time entry on service requests.
Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
Ability to work in a team and communicate effectively.
Work with Service Delivery Manager/Director to improve usage and increase productivity of support resources.
Escalate service requests that cannot be scheduled within agreed service levels.
Promptly respond to customer issues and inquiries providing clear and concise communication.
Troubleshoot and diagnose technical problems reported by customers, offering effective solutions.
Coordinate with different departments to prioritize and assign tasks based on urgency
Ensure timely resolution of technical issues by monitoring progress, following up on any pending tasks.
Assign support tickets to appropriate technicians based on skills, availability, and workload, while considering any customer-specific requirements or preferences.
Stay up-to-date with industry trends and emerging technologies to enhance problem-solving capabilities and customer support effectiveness.
Provide exceptional customer service by addressing concerns, providing updates, and ensuring overall customer satisfaction. Service Delivery Coordinator- Network Operations Center Qualifications:
Basic computer and operating system knowledge
Previous experience in IT working with RMM tool (Automate/Labtech preferred)
Interpersonal skills: such as telephone skills, communication skills, active listening and client-care.
Ability to multi-task and adapt to changes quickly.
Technical awareness: ability to match resources to technical issues appropriately.
Service awareness of all organization’s key technology services for which support is being provided.
Understanding of support tools, techniques, and how technology is used to provide technology services.
Self-motivated with the ability to work in a fast-moving environment.
About K Group Companies
K Group is a locally owned and operated technology service provider that was established in Grand Rapids, MI in 1980. We proudly serve clients across the United States, while remaining especially focused on our home state of Michigan. Our expertise spans a wide spectrum of technologies and services, ensuring that we deliver exceptional solutions at the highest level of quality. Rooted in principles of excellence and creativity, our culture is dedicated to fostering collaboration, innovation, and inclusivity. Why Work Here?
“Great, focused, team environment.” For more than 40 years, K Group Companies has been one of West Michigan’s premier technology providers. From Managed IT services to physical security integration, our team has established itself as a known, trusted advisor to our community. As a local, 3rd generation family-owned business, we pride ourselves in reliable, intentional, and committed relationships with our customers – and each other! Whether we are helping customers secure their environment, beating each other at Mario Kart in our Team Zone arcade, or grabbing lunch at our local BBQ restaurant, we delight in collabo
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