IT Resource Coordinator

Your passion. Your purpose. If you’re here, you’re looking for something more. More opportunity, more impact, more purpose. At Rehmann, each and every one of our associates plays a pivotal role in the Firm’s success. When you join our team, you can count on exceptional support, encouragement, and guidance from your colleagues and from leadership.No matter where you want to go in your career, Rehmann can help you get there. Whether you’re in the early stages of your professional journey or you’re further down your path, we’re focused on helping you achieve your goals – whatever they may be. When you join Rehmann, you are part of a culture that Puts People First and aims to help everyone reach their fullest potential. Let us show you all the ways we can Empower Your Purpose.We are currently seeking a Resource Coordinator who will be responsible for serving as the first point of contact for all clients interacting with our engineering teams though incoming service requests. This includes ticketing and triaging of priority-based client issues, clarifying issue details, assigning service tickets, and coordinating the required service delivery schedules of multiple engineers. This position ensures that as RTS dynamically pursues business growth and success, we are doing so in such a way that consistently maintains and grows our level of excellence in the customer service we provide. How You’ll Make an Impact:

• Documentation: Ensure that incoming tickets contain the information needed to properly assign to an engineer and for the engineer to understand what work is needed. Verify that issue resolution is documented and communicated with the client
• Dispatch: Coordinate appropriate engineering resources to work client issues and ensure proper service delivery and adherence to service level agreements (SLAs)
• Resourcing: Engage with and schedule appropriate resources (including third-party companies) to work client tickets and projects. Assign tickets and tasks to resources. Ensure that all involved understand what is expected from them during ticket handoff
• Coordination: Creatively address, document, and manage deviations from the initial ticket or project plan and coordinate changes with the client
• Customer Service: Take necessary steps to remedy any less-than excellent service problems or outcome when involved in a ticket or project
• Organization : Demonstrate a high level of organization, efficiently handling a variety of tasks and responsibilities while maintaining a high standard of quality
• Flexibility : Exhibit the ability to adapt quickly to new topics, technology, and processes to address emerging needs and opportunities for our clients. Work schedule may require conformity to client needs and outcomes

Your Desired Skills, Experiences and Values:

• Education: Associate degree or higher preferred
• Certifications: ITIL Foundation certification is desirable
• Experience: 3+ years of resource coordination, scheduling, dispatch, and/or logistics experience required. Experience working in an IT-related environment desired
• Experience working in a priority-based dispatch model preferredProven ability to coordinate multiple tasks and people simultaneously, ensuring good communication and client satisfaction throughoutEmpathy and the ability to connect with clients and to provide appropriate and suitable answers to during various stages of the service delivery processExcellent communication skills, both written and verbal. Ability to speak and write about technical issues for both technical and non-technical audiencesAbility to build relationships and ask questions that elicit positive responses. The ability to engage with people and have meaningful discussionsDemonstrated ability to set and meet goals, assess resource needs, develop schedules, and monitor and communicate status and next stepsSome familiarity with IT infrastructure, networks, and systems engineering concepts is a plusAbility to work independently and as part of a team, with a strong sense of accountability and ownershipFlexibility and adaptability to changing priorities and requirements, with the ability to think on your feet and make sound decisions under pressureStrong problem-solving skills, with the ability to analyze complex situations and develop creative solutionsAdvanced time management skills with a proven ability to meet deadlinesAbility to work well under pressureWillingness to travel (98% local/state, nationally 2x per year average)Able and willing to coach and train others.Sense of humor!