Service Delivery Coordinator (Philippines team only)

CTS delivers comprehensive IT solutions to meet the unique demands of mission-driven organizations. We have deep expertise in supporting nonprofits and educational institutions, however our team is equipped to handle the complexities of IT across a variety of sectors. We’re committed to making technology work seamlessly, so our clients can focus on making a difference, regardless of their industry.

At CTS, we believe in building a company culture that fosters growth, collaboration, and innovation. By joining our team, you will not only help empower businesses with cutting-edge IT solutions but also build a rewarding career in a dynamic and supportive environment. Discover the many reasons why CTS is a great place to advance your career. We are headquartered in Brooklyn, NY with 90+ employees across the US and several other countries.  Learn more about us at https://www.charterts.com

The Service Delivery Coordinator is responsible for maintaining a bird’s eye view of all Service Delivery ticket traffic. This role allows the team to focus on delivering technical services to the clients without worrying about new ticket management. This person is responsible for highlighting client issues that appear to be heading out of standard control. This role focuses on maintaining an overall harmony of the team productivity with the direct support of the SDM (Service Delivery Manager) and Service Delivery POD Supervisors.

 

RESPONSIBILITIES

• DEVELOPMENT/USE OF OUR PSA (Professional Services Automation)
  • Use our PSA/Ticketing System to manage and monitor all Client-facing activity.
  • Schedule and Assign the workload across our Team so they work efficiently.
  • Continually look for ways to improve workflows with our Ticketing System.
  • Make sure that we are meeting our Internal SLAs and any SLAs we have with clients.
  • Ensure nothing slips through the cracks; if it does, stop it from happening again.
  • Appropriately triage all service delivery board tickets according to CTS workflows and standards.

• EXTRACT KPIs AND OTHER REPORTS FOR THE TEAM
  • Communication, reporting & risk assessment.
  • Create any reports that help illustrate common issues and overall Helpdesk stats and be accountable for reporting them to the Leadership Team.
  • Manage client expectations to ensure the Team can deliver what is promised.
  • Improve customer service, perception, and satisfaction.
  • Report the utilization of Support resources to the Service Delivery Manager.

• TEAMWORK
  • Coordinate & schedule the Service Team to high utilization.
  • Support the Team and Clients with any unusual/high-level issues that arise.
  • Dispatch onsite dispatch resources to clients when needed.

• NUMBERS AND METRICS
  • Identify and lead Initiatives to Improve all KPIs and performance Metrics alongside the SDM.
  • Accountable to KPIs and metrics that will include things such as Client Satisfaction Scores (CSAT), Team Efficiency, and Team.
  • Happiness, as well as intangible metrics that align with things such as our Company Core Values.

 

REQUIRED SKILLS AND QUALIFICATIONS

• Excellent Communication skills, founded in being a good listener who seeks to understand the position of those being supported.
• Experience in Scheduling and Resource Management.
• IT Literate – Medium to Advanced User level.
• Management & Leadership Experience of an IT Service Team.
• A deep desire to deliver a fantastic Client Experience.
• The ability to keep up with & adapt to the fast-paced IT world.

 

PREFERRED SKILLS AND QUALIFICATIONS

• Experience using a Ticketing system and/or PSA Tool.
• Skills in Strategic & Resource Planning with an ability to think and plan ahead.
• Experience handling Technical Service Tickets.
• Experience and knowledge of working with Microsoft 365 and Google Workspace Platform.
• Client Experience Certifications such as Helpdesk Habits, etc.
• Experience working for a Managed Service Provider (MSP) or IT Support Business.
• Experience with MSP-related tools: ConnectWise, Kaseya VSA, PRTG, and ITGlue.

BENEFITS

• Competitive compensation
• Health Insurance (medical, vision, dental), 80% covered for employee-only plans and 75% covered for employee-spouse, employee-kids, and employee-family plans
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)
• Employee Assistance Program (EAP)
• Retirement Plan (401(k)) with company match
• Commuter Benefits
• Short-Term Disability Insurance fully paid by the company
• Long-Term Disability Insurance fully paid by the company
• Life and AD&D Insurance, with optional Supplemental Life Insurance
• Paid Time Off, including Paid Parental Leave
• 10 Holidays
• 2 Floating Holidays

* Please note that the availability and specifics of benefits may vary depending on your country of residence.

 

THE HIRING PROCESS

We will try to make it as fast as possible! :-) We use Greenhouse to help us schedule the meetings so emails will come from jobs@charterts.com.

Once you are successfully approved on one step, you will be moved to the following one.

[*] Steps 4, 5 and 6 may not occur or be set up differently, depending on the position. We will let you know at the beginning of your process with us!

1. Application review
2. First interview with our team, in a 30 minutes phone call
3. Interview with the Hiring Manager, from 30 to 45 minutes online video call
4. [*] Case Study or a Technical Exercise to be presented to our team in a Panel Interview (with 2 or more of our team members), usually for 1 hour
5. [*] Team Interview, a conversation with future colleagues, from 45 minutes to 1 hour
6. [*] Executive Interview with one of our Leaders, from 30 to 45 minutes
7. An offer is extended
8. Welcome to CTS!! \o/

 

CTS is proud to be an equal opportunity employer that celebrates diversity and is committed to creating an inclusive workplace with equal opportunity for all applicants and employees. Our goal is to recruit the most talented people from a diverse candidate pool regardless of race, color, ancestry, national origin, religion, disability, sex (including pregnancy), age, gender, gender identity, sexual orientation, marital status, veteran status, or any other characteristic protected by law.

CTS is committed to working with and providing access and reasonable accommodation to applicants. If you require an accommodation, please reach out to jobs@charterts.com once you've begun the interview process. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.