IT Service Desk Coordinator

IT Service Desk Coordinator

DraftKings

Sofia, Bulgaria

The Crown Is Yours

As an IT Service Desk Coordinator, you will play a critical role within Enterprise IT, overseeing the global ticket queue and managing resource planning for seamless onboarding and offboarding. You’ll also focus on optimizing automation workflows within the ticketing system to enhance efficiency while ensuring SLA compliance and timely request resolution.

What you’ll do as a IT Service Desk Coordinator

• Monitor IT queues within established guidelines.
• Direct the incident management process by assigning tickets to the appropriate individual based on skill and availability and use the established processes to validate proper ticket severity.
• Prioritize incidents based on urgency, team capabilities, and capacity.
• Monitor existing support ticket status and condition and escalate to management if at risk of missing service level agreement (SLA) targets.
• Initiate warm transfer of tickets and ensure the escalation process is being followed.
• Identify ticketing trends and communicate to internal teams as necessary. In addition, communicate emerging issues to end-users and provide status updates via Slack.
• Suggest advancements to workflows and service requests to improve automation, and reduce manual work.
• Report and analysis of ticketing queues, including agent metrics by using dashboards and exporting data to Excel.
• Follow up on closed tickets with end users for quality control.

What you’ll bring

• Minimum 2 years of service desk experience in an enterprise environment.
• Strong understanding of ITSM/ITIL principles.
• Advanced proficiency in enterprise ticketing systems (ServiceNow and Freshservice preferred).
• Highly organized with strong attention to detail and the ability to manage multiple tasks simultaneously under tight deadlines.
• Experience in international support and coordination is preferred.
• Technical supervisory experience is a plus.
• Bachelor’s degree in Computer Science or a related field, or an equivalent combination of education and experience.

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