Technology Support Coordinator :: Pompano Beach, FL (Onsite)

Technology Support Coordinator

Location: Pompano Beach, FL

Duration: 3 months (Onsite)

Position Summary:

Lead a team dedicated to efficiently managing and resolving technology support issues while delivering excellent customer service. Responsible for team training, issue resolution, and acting as the main escalation point for incidents. Contribute to continuous improvement through performance assessments, report creation, and documentation.

Key Responsibilities:

• Oversee daily team operations, prioritizing support and ensuring efficient service delivery.
• Act as a high-level resource and main escalation point for customer service issues.
• Monitor and track inventory for the Information Technology cost center.
• Collaborate with IT leadership to enhance processes and workflows.
• Suggest improvements to work processes and maintain an updated knowledge library.
• Work with IT departments to ensure timely resolution of service tickets.
• Perform Quality Assurance on customer incidents to meet Service Level Agreements.
• Coordinate and schedule audiovisual setups and video conferencing support.

Required Skills:

• High school diploma or equivalent; additional certifications or relevant education is a plus.
• IT Enterprise experience preferred.
• Minimum two years' experience in customer service and quality assurance.
• Minimum one year of supervisory experience managing staff and projects.
• Experience using a ticketing system for support requests.
• Ability to manage multiple priorities independently or as part of a team.
• Strong organizational and time management skills.
• Technical troubleshooting skills with hardware and software issues.
• Understanding of help desk processes and service management principles.
• Supervisory skills to motivate, develop, and empower team members.

Education:

• Associate's or Bachelor's Degree, or technical institute degree/certificate in Computer Science, Information Systems, or related field. Or equivalent work experience.

Experience:

• Minimum of 5 years of IT work experience in computer operations with exposure to multi-platform environments.
• Experience in leading teams and projects.