Service Desk Coordinator

We are looking for a Service Desk Coordinator to join our IT team. This role is responsible for escalating, and resolving complex and high impact incidents, across many platforms, while ensuring clear and consistent communication with stakeholders.

Position Title: Service Desk Coordinator  

Location: 26 Bay Road, St. James, Port of Spain, 16 Orange Grove Rd, Tacarigua (Trintoplan Compound), 14- 16 Turney Street, San Fernando

Employment Type: Full-Time, Hybrid

Role Overview:

The Service Desk Coordinator is the technical and operational owner of service delivery across the Service Desk.

This role is responsible for coordinating, escalating, and resolving complex and high impact incidents, particularly across Microsoft 365, Intune, Sophos, identity, access, and endpoint management platforms, while ensuring clear, timely, and consistent communication with stakeholders.

The role also provides day-to-day technical and operational guidance to junior service desk staff, supporting quality, consistency, and adherence to SLAs. Combining hands-on technical capability, service coordination, and stakeholder communication, the Service Desk Coordinator acts as the primary escalation point between the Service Desk, internal teams, external vendors, and management.

Key Responsibilities:

1. Service Delivery, Incident & Escalation Management

• Act as the primary escalation point for complex, high-impact, or unresolved
• incidents.
• Provide 2nd and 3rd level support where required, including hands-on technical
• resolution.
• Partner with business stakeholders and end users to: understand incident impact, prioritise appropriately, and ensure quality of service and customer satisfaction
• Exercise sound judgment where impact, value, or risk is not immediately clear.

2. Technical Resolution & Platform Administration

• Perform hands-on troubleshooting and resolution for complex service desk issues that exceed 1st-line capability.
• Validate client and internal configurations against documented standards.
• Identify recurring issues and drive root-cause remediation, not just ticket closure.
• Support employee onboarding and access provisioning workflows where escalation or exception handling is required.

3. SLA, Queue & Priority Management

• Own the service desk queue, ensuring tickets are correctly logged, categorised, and prioritised, and SLAs and OLAs are actively monitored and enforced
• Reassign or escalate tickets as required to meet service targets.
• Identify SLA risks early and take corrective action. 

4. Communication & Stakeholder Management

• Provide clear, timely updates to the organisation on major incidents, high-impact escalations and service disruptions and resolutions
• Liaise with client IT teams for access provisioning, application issues, and
• configuration dependencies.
• Escalate risks, recurring issues, and service gaps to the IT Manager with evidence-based recommendations.

5. Governance, Documentation & Continuous Improvement

• Maintain and improve knowledge base articles, escalation procedures and client-specific configuration documentation
• Contribute to incident reviews, problem management and service improvement initiatives
• Support audits, compliance requirements, and service reporting.

Required Experience & Skills

Experience (Essential)

• 3–5 years’ experience in a service desk, IT support, or service delivery role
• Demonstrated experience handling escalations and complex incidents
• Experience working with vendors and third parties
• Demonstrated experience overseeing day-to-day work of service desk or IT
• support staff, including workload coordination, escalation support, and
• performance feedback.

Technical Skills (Essential)

• Strong administration and troubleshooting experience with Microsoft 365 (Entra ID, Exchange, Teams, SharePoint), Intune / endpoint management as well as endpoint security platforms (Sophos preferred)
• Solid understanding of incident, escalation, and service delivery practices

Education Requirements (Required)

• Bachelor’s Degree in Information Technology, Computer Science or Information Systems OR equivalent professional experience

Preferred / Advantageous

• ITIL Foundation certification
• Microsoft certifications (e.g. M365, Azure, Endpoint Administration)

Soft Skills

• Excellent written and verbal communication
• Strong ownership and accountability
• Strong customer service orientation
• Ability to translate technical issues into business-focused updates
• Confident decision-making under pressure
• Ability to prioritize and/or make judgement calls when impact/value/risk are less clear

Why Join Us?

• Be part of a collaborative IT team focused on operational excellence.
• Competitive compensation, benefits, and opportunities for professional development.
• Hybrid work environment promoting flexibility and work-life balance.