Job Description

Job Description

Job Description

Service Desk Manager (SDM)

IN PERSON ONLY; MUST HAVE VERIFIABLE EXPERIENCE WORKING AT MANAGED SERVICE PROVIDER (MSP)

Location: Inwood NY, Long Island

Please use this link to apply directly to our HR department:

About Us: DK's Enterprises, Ltd has been a presence in the New York State Managed Service Providers (MSP) industry for 25 years. Our commitment to long-lasting client relationships, transparency, dependability, integrity, versatility, and teamwork sets us apart in the industry.

Job Description: As a Service Desk Coordinator, you will be at the forefront of our operations, managing the flow of incoming calls and tickets while collaborating closely with our technical team to swiftly resolve customer issues. Reporting directly to our management team, your responsibilities will encompass the creation, prioritization, and communication of IT Helpdesk tickets, ensuring exceptional customer service and meticulous documentation of client requirements. Furthermore, you will contribute to diverse tasks such as order management, tracking shipments, and facilitating effective communication with customers

Your responsibilities will include:

• Triage incoming calls and tickets as the primary contact, coordinating with the technical team to manage customer issues and maintain communication throughout the process.
• Open and review each new ticket, assigning it to the most suitable technician based on the issue.
• Uphold exceptional customer service standards and maintain meticulous documentation of client requirements.
• Contribute to various tasks including order management, shipment tracking, and facilitating effective communication with customers.
• Serve as the primary point of contact for triaging incoming calls and tickets.
• Respond to clients to request additional information if needed to assist the technician when they receive the ticket.
• Identify trends to pinpoint and address noisy clients or devices, reducing recurring issues.
• Coordinate with the technical team to effectively manage customer issues and maintain continuous communication throughout the resolution process.

Qualifications: We're seeking candidates with the following qualifications:

• Beneficial to be proficient with PC (Windows) and tech-savvy.
• MSP Experience
• 12 months of experience in customer service, dispatching, or coordinating.
• 12 months of experience in a call-center-like environment.
• Proficiency with Office 365, Teams, Microsoft Outlook, Word, and Excel.
• Courteous and welcoming phone presence.
• Excellent written and verbal communication skills.

What We Offer: Joining DK's Enterprises comes with the following benefits:

• Competitive salary range of $50,000 - $70,000 per year.
• Comprehensive benefits package including 401(k) with match, health insurance, and Paid leave.
• Opportunities for professional development and career advancement.
• A supportive and inclusive office environment with regular team celebrations and events.

DK's Enterprises is an equal opportunity employer committed to fostering diversity and inclusion in the workplace. We encourage applications from all qualified individuals regardless of race, color, religion, gender, sexual orientation, national origin, disability, or veteran status.

If you're a friendly and organized individual with a passion for providing excellent customer service, and if you have basic IT knowledge, we want you on our team at DK's Enterprises! Apply now and take the next step in your career journey.

DK's Enterprises has been a cornerstone in the New York State Managed Service Providers (MSP) industry for 25 years. Our commitment to long-lasting client relationships, transparency, dependability, integrity, versatility, and teamwork sets us apart in the industry.

Company Description

DK's Enterprises has been a cornerstone in the New York State Managed Service Providers (MSP) industry for 25 years. Our commitment to long-lasting client relationships, transparency, dependability, integrity, versatility, and teamwork sets us apart in the industry.

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