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Network Coverage

Service Desk Coordinator

About the Role Service Desk Coordinators play a critical role in providing excellent customer ... Cover across as a backup resource for Team Leads and other management rolls when required. Customer ...

Trulieve

IT Service Desk Tech 3

Tallahassee, FL · On-site

Information Technology Reports to: IT Service Desk Manager FLSA Status: Exempt Location: Remote ROLE SUMMARY: The IT (Information Technology) Service Desk Tech is a role that requires a customer ...

GCM Grosvenor

IT Service Desk Manager

Chicago, IL · On-site

SUMMARY The IT Service Desk Manager is responsible for leading a geographically distributed service ... Superior customer service mindset with a white-glove approach to end user support, especially for ...

mSupply

IT Service Desk Manager - US

Saint Louis, MO · Remote

$115K - $120K/hr

Its family of brands is focused on making sure customers always get the Right Products. Right Now.™ For more information, visit mSupply.com. Job Summary The IT Service Desk Manager leads mSupply ...

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How much do customer service desk manager jobs pay per year?

As of Jun 25, 2026, the average yearly pay for customer service desk manager in the United States is $57,998.00, according to ZipRecruiter salary data. Most workers in this role earn between $41,000.00 and $70,000.00 per year, depending on experience, location, and employer.

What does a service desk manager do?

A service desk manager oversees the daily operations of a customer service or IT support team, ensuring efficient handling of customer inquiries and technical issues. They coordinate staff, implement policies, monitor performance metrics, and use tools like ticketing systems to improve service quality and customer satisfaction.

What does a customer service manager do?

A customer service desk manager oversees the daily operations of a customer service team, ensuring customer inquiries and issues are handled efficiently. They train staff, develop policies, monitor performance metrics, and use tools like CRM software to improve service quality and customer satisfaction.

What is the highest paying customer service job?

The highest paying customer service roles are often in management or specialized fields such as Customer Service Director or Customer Experience Executive, with salaries exceeding $100,000 annually. These positions typically require extensive experience, leadership skills, and sometimes advanced certifications or industry knowledge.

Is a helpdesk a stressful job?

A Customer Service Desk Manager role can be stressful due to high call volumes, demanding customers, and the need for quick problem resolution. Managing team performance and maintaining service quality also contribute to job pressure, but effective communication skills and experience with helpdesk tools can help mitigate stress.
What cities are hiring for Customer Service Desk Manager jobs? Cities with the most Customer Service Desk Manager job openings:
What are the most commonly searched types of Customer Service Desk jobs? The most popular types of Customer Service Desk jobs are:
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Customer Service Desk Manager jobs near you
Service Desk Coordinator

Service Desk Coordinator

Network Coverage

Remote

Other

Posted 4 days ago

Job description

About the Role
Service Desk Coordinators play a critical role in providing excellent customer service and helping coordinate incoming support tickets, monitoring service level agreements (SLAs) and tech dispatches. The Service Desk Coordinator is passionate about building relationships, problem solving, and working across teams within NetCov to provide an exceptional experience for our client.
Accountabilities
Coordination
  • Manage incoming support requests via phone, email, and ticketing system.
  • Prioritize and assign tickets to appropriate technicians based on skillset and urgency.
  • Monitor ticket resolution times and ensure adherence to SLAs.
  • Track and report on key performance indicators (KPIs) related to help desk performance.
  • Help the Service Desk Manager by assisting with tech workload assignments to make sure they have a balanced ticket count across the team.
  • Participate in daily and weekly recurring team huddles, raising up any trends / concerns / roadblocks.
  • Coordinate field tech dispatches, validating onsite times and hardware needed.
  • Cover across as a backup resource for Team Leads and other management rolls when required.
Customer Service
  • Ensure that all customer inquiries and complaints are addressed promptly and professionally.
  • Build and maintain positive relationships with end-users.
Service Delivery and Quality Assurance
  • Ensure NetCov has updated customer documentation needed to provide best-in-class support.
  • Works closely with the Team Leads, Service Desk Coordinators and Manager to stay ahead of client trends and team metrics.
  • Helps oversee the effective resolution of incidents and problems, ensuring timely escalation and follow-up.
  • Perform additional tasks and responsibilities as assigned by your manager, which may include duties not explicitly outlined in this job description, in alignment with the overall needs of NetCov operations.
Incident and Problem Management
  • Participate in the Client Service Desk queue by answering calls within designated windows and providing support as needed.
  • Leverage dashboarding tools to track daily and weekly metrics. Highlight and escalate challenges related to identified critical support KPIs to dedicated Team Lead and Service Desk Manager.
Knowledge, Skills, and Abilities (KSAs) Required
Technical Expertise:
  • Technical knowledge of current IT infrastructures including standard client/server models, network topologies, Windows and Mac OS, network protocols, virtualization, cloud systems and security
  • Proficiency with Microsoft server and client OS, Active Directory, DNS, DHCP, Exchange/Office365, printing and Microsoft Office highly desired
  • Knowledge of LAN/WAN connectivity designs, firewalls, switching and wireless
Communication and Interpersonal Skills:
  • Excellent verbal and written communication abilities
  • Active listening skills to fully understand client issues and concerns
  • High attention to detail to ensure accurate record-keeping
Technical Competencies
Criteria for Success
  • Associates Degree in Information Technology, Computer Science, Network Administration or related business field is highly desirable.
  • 3 years of relevant IT experience as either a Help Desk Analyst, Desktop Administrator, IT Specialist or similar position.
  • Industry certifications (e.g., CompTIA A+, Network+, Security+, Amazon AWS, Microsoft Azure, Microsoft MCP, Cisco CCNA or similar) are highly desirable.
  • A people person who is an effective communicator
  • Shows an interest in learning new materials and staying abreast of latest technical information; quickly learns new information.
Role Logistics
  • This is a full-time position
  • This position may require travel to client offices where locations will vary.
  • This position may require travel to industry events, Network Coverage office locations, and Network Coverage events where locations will vary.

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