Call Coordinator

Job Purpose

Call Coordinator oversees the daily operations of the service desk team at a designated branch. This role is responsible for intelligent ticket triage, efficient resource allocation, and operational coordination of a team of 3–6 service desk engineers. The Call Coordinator will also maintain direct client communication for updates and scheduling. While not hands-on in technical troubleshooting, the role requires a solid technical understanding to assess issue scope and severity for appropriate resource assignment.

Key Responsibilities

• Queue Management: Actively monitor and manage the service desk queue by coordinating appropriate resource allocation.
• Ticket Coordination: Triage incoming service requests based on scope, severity, and complexity to assign the right engineering resources.
• Administrative Support: Manage IT procurement tasks including software licensing, vendor coordination, and client quote management.
• Process Guidance: Advise users on escalation procedures and service desk processes without providing technical troubleshooting.
• Follow-up Management: Track aging tickets and ensure engineers are progressing within SLA timeframes.
• Client Communication: Provide regular status updates, schedule coordination, and maintenance window communication.
• Vendor Coordination: Log and follow up with third-party vendors, procurement teams, and repair services as needed.
• Team Oversight: Monitor workload distribution and assist with capacity planning for the engineering team.
• Skills Development: Implement workplace skills development activities for the assigned team.
• Cross-Branch Support: Provide coordination support to other branches when required to ensure service continuity.
• Escalation Management: Coordinate escalations to senior technical teams and management while maintaining workflow oversight.
• SLA Monitoring: Track SLA adherence and proactively alert management to potential breaches.

Required Qualifications

• 2–4 years’ experience in a service desk or IT support environment with coordination responsibilities.
• Strong understanding of IT infrastructure and common technical issues (sufficient for intelligent triage and vendor communication).
• Experience with ITSM platforms (e.g., Atera, Service Now, Fresh Service).
• Excellent communication skills for client interaction, vendor coordination, and team oversight.
• Proven ability to manage multiple concurrent workstreams without direct technical involvement.
• Strong organizational skills and experience with administrative and procurement processes.
• Ability to work under pressure while maintaining service quality and team coordination.
• Understanding of SLA requirements, escalation procedures, and workflow management.
• Customer service experience focused on coordination rather than technical resolution.
• Matric / Grade 12 minimum education.

Recommended Qualifications

• ITIL Foundation certification.
• Previous experience in team coordination or supervisory roles (non-technical focus preferred).
• Experience in a Managed Services Provider (MSP) or multi-client environment.
• Basic procurement and vendor management experience.
• Client relations or customer service experience with escalation handling.
• Familiarity with software licensing and IT procurement processes.

Key Performance Indicators

1. Queue Health Management: Maintain queue aging targets – <5% of tickets older than 48 hours, <2% older than 72 hours.
2. Timesheet Compliance: Achieve ≥95% daily timesheet completion rate from the engineering team.
3. Escalation Management: Limit unnecessary escalations to <10% of total tickets handled.
4. Client Communication: Maintain ≥95% adherence to client update schedules.
5. Skills Development Execution: Complete 100% of assigned workplace skills plan activities on schedule.

Reports To: Service Desk Manager