Service Desk Coordinator

Company Description SMKSoft Inc is a global provider of high-quality, cost-effective IT, KPO, engineering, and professional services. The company offers rewarding career opportunities for technology professionals and helps clients compete in technology-driven markets through local offices and global delivery across the United States, Canada, the United Kingdom, and India. SMKSoft Inc specializes in IT staffing, including staff augmentation and global talent management, and has been a leader in this space for over 10 years. The organization is recognized as a top diversity IT staffing firm, known for its high-touch, customer-centric approach and strong responsiveness. Clients value SMKSoft Inc for streamlined execution, efficient service, and exceptional talent management that exceeds traditional staffing models.

Role Description The Service Desk Coordinator is a full-time role based in Oakton, VA, with a hybrid work arrangement that allows some work from home. In this position, the coordinator will manage and prioritize service desk requests, ensure timely resolution of incidents, and maintain clear documentation of support activities. The role involves coordinating between customers, technical teams, and internal stakeholders to facilitate smooth operations and consistent service delivery. Daily responsibilities include monitoring ticket queues, escalating issues as needed, providing status updates, and supporting continuous improvement of service desk processes. The coordinator will contribute to a positive customer experience by maintaining professional communication and ensuring that service standards and SLAs are met.

Qualifications

• Candidates should possess strong Service Coordination and Operations Management skills to manage tickets, workflows, and service desk processes effectively.
• Candidates should possess excellent Interpersonal Skills and Communication abilities to collaborate with customers, technical staff, and leadership teams.
• Candidates should possess solid Customer Service skills to handle inquiries, resolve issues, and maintain a professional, client-focused demeanor.
• Relevant experience in an IT service desk, help desk, or operations support environment is beneficial.
• Familiarity with ticketing systems, basic IT concepts, and service level management is preferred.
• Ability to work in a hybrid environment, manage time effectively, and adapt to changing priorities.
• An associate or bachelor’s degree in IT, Business, or a related field, or equivalent practical experience, is advantageous.