K Group Companies
Service Delivery Coordinator - Network Operations Center (copy)
K Group Companies, Grand Rapids, Michigan, us, 49528
Service Delivery Coordinator – Network Operations Center Overview
Service Delivery Coordinator serves as the operational lead for our help desk, ensuring service excellence while actively developing our technical support team. This role is responsible for overseeing queue health, resolving high-priority escalations, and serving as the primary liaison for client relations. The ideal candidate possesses high emotional intelligence and the ability to balance the distinct needs of clients, technicians, and the business within a fast‑paced, collaborative environment.
Team Leadership & Development
Manage and mentor a team of help desk technicians, conducting regular 1:1 meetings and performance evaluations to foster professional growth
Coordinate technical training and cross‑training initiatives across IT support and physical security disciplines
Participate in leadership meetings and contribute to quarterly objective planning and execution (utilizing EOS methodology)
Service Delivery & Operations
Proactively monitor ticket queues to ensure efficient workflow, intervening immediately when tickets require reprioritization or reassignment
Optimize resource scheduling using ConnectWise, aligning technician assignments with specific skill sets and urgency levels
Manage the escalation lifecycle to Tier 2 field engineering, including securing client approval and facilitating handoffs to project management
Oversee adherence to Service Level Agreements (SLAs) and analyze resource utilization to maximize team efficiency
Client Relations & Communication
Act as the primary point of escalation for complex client issues, utilizing strong conflict resolution skills to maintain client satisfaction
Manage strategic relationships with VIP and high‑priority accounts
Maintain transparent communication with clients regarding incident progress, scheduled maintenance, and service outages
Reporting & Administration
Track and report on Key Performance Indicators (KPIs), including response times, resolution rates, and technician utilization
Conduct regular ticket audits and review time entries to ensure billing accuracy and data integrity
Manage administrative aspects of the team, including scheduling, time‑off requests, and workload distribution
Qualifications
3+ years of experience in help desk operations or service coordination
Minimum of 1 year of experience in a leadership or supervisory capacity
Demonstrated experience with PSA or ticketing tools is required (ConnectWise strongly preferred)
Familiarity with IT support and physical security terminology is essential
Proven ability to manage billing processes, time entry audits, and SLA compliance
Superior written and verbal communication skills, with a track record of de‑escalating critical client situations
Proficiency with Windows, Mac, and Microsoft 365 environments
About K Group Companies K Group is a locally owned and operated technology service provider that was established in Grand Rapids, MI in 1980. We proudly serve clients across the United States, while remaining especially focused on our home state of Michigan. Our expertise spans a wide spectrum of technologies and services, ensuring that we deliver exceptional solutions at the highest level of quality. Rooted in principles of excellence and creativity, our culture is dedicated to fostering collaboration, innovation, and inclusivity.
Why Work Here? "Great, focused, team environment." For more than 40 years, K Group Companies has been one of West Michigan’s premier technology providers. From Managed IT services to physical security integration, our team has established itself as a known, trusted advisor to our community.
Compensation and Benefits
Competitive base salary based on experience
Bonus and commission programs
Paid Time Off (PTO)
Volunteer Paid Time Off (VTO)
100% employer paid family health insurance premium
100% employer paid disability insurance
100% employer paid dental & vision insurance
401(k) with Safe Harbor contributions from company annually
Profit sharing opportunities
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Team Leadership & Development
Manage and mentor a team of help desk technicians, conducting regular 1:1 meetings and performance evaluations to foster professional growth
Coordinate technical training and cross‑training initiatives across IT support and physical security disciplines
Participate in leadership meetings and contribute to quarterly objective planning and execution (utilizing EOS methodology)
Service Delivery & Operations
Proactively monitor ticket queues to ensure efficient workflow, intervening immediately when tickets require reprioritization or reassignment
Optimize resource scheduling using ConnectWise, aligning technician assignments with specific skill sets and urgency levels
Manage the escalation lifecycle to Tier 2 field engineering, including securing client approval and facilitating handoffs to project management
Oversee adherence to Service Level Agreements (SLAs) and analyze resource utilization to maximize team efficiency
Client Relations & Communication
Act as the primary point of escalation for complex client issues, utilizing strong conflict resolution skills to maintain client satisfaction
Manage strategic relationships with VIP and high‑priority accounts
Maintain transparent communication with clients regarding incident progress, scheduled maintenance, and service outages
Reporting & Administration
Track and report on Key Performance Indicators (KPIs), including response times, resolution rates, and technician utilization
Conduct regular ticket audits and review time entries to ensure billing accuracy and data integrity
Manage administrative aspects of the team, including scheduling, time‑off requests, and workload distribution
Qualifications
3+ years of experience in help desk operations or service coordination
Minimum of 1 year of experience in a leadership or supervisory capacity
Demonstrated experience with PSA or ticketing tools is required (ConnectWise strongly preferred)
Familiarity with IT support and physical security terminology is essential
Proven ability to manage billing processes, time entry audits, and SLA compliance
Superior written and verbal communication skills, with a track record of de‑escalating critical client situations
Proficiency with Windows, Mac, and Microsoft 365 environments
About K Group Companies K Group is a locally owned and operated technology service provider that was established in Grand Rapids, MI in 1980. We proudly serve clients across the United States, while remaining especially focused on our home state of Michigan. Our expertise spans a wide spectrum of technologies and services, ensuring that we deliver exceptional solutions at the highest level of quality. Rooted in principles of excellence and creativity, our culture is dedicated to fostering collaboration, innovation, and inclusivity.
Why Work Here? "Great, focused, team environment." For more than 40 years, K Group Companies has been one of West Michigan’s premier technology providers. From Managed IT services to physical security integration, our team has established itself as a known, trusted advisor to our community.
Compensation and Benefits
Competitive base salary based on experience
Bonus and commission programs
Paid Time Off (PTO)
Volunteer Paid Time Off (VTO)
100% employer paid family health insurance premium
100% employer paid disability insurance
100% employer paid dental & vision insurance
401(k) with Safe Harbor contributions from company annually
Profit sharing opportunities
#J-18808-Ljbffr