Helpdesk Coordinator
Location: Philadelphia, PA
Job Type: Long-Term Contract
Work Setting: Onsite
Position Overview
We are seeking a Helpdesk Coordinator to oversee day-to-day Helpdesk operations and ensure efficient ticket routing, escalation, and communication across IT teams. The ideal candidate will have experience coordinating IT support activities, monitoring service performance, and maintaining effective communication between technical teams and end users.
Responsibilities
Assign, prioritize, and track IT service requests and incidents.
Monitor Helpdesk metrics, ticket queues, and service level performance.
Coordinate ticket routing and escalation to appropriate support teams.
Communicate system outages, maintenance activities, and service updates to staff.
Support process improvement initiatives to enhance service delivery and operational efficiency.
Maintain documentation of support procedures, workflows, and operational processes.
Collaborate with IT teams to ensure timely resolution of issues and requests.
Requirements
3–5 years of experience in IT support coordination, Helpdesk operations, or service dispatch.
Experience with ITSM platforms such as ServiceNow, ManageEngine, or similar tools.
Strong communication, organizational, and multitasking skills.
Ability to manage multiple priorities in a fast-paced support environment.
Experience monitoring service levels and operational performance metrics.
Ability to work onsite and support mission-critical IT operations.