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Cloud Service Desk Coordinator (ITIL/ITSM)

South Florida Tech Hub

South Florida Tech Hub

Posted on Friday, February 9, 2024

1. A United States Citizen

2. Must be located in South Florida

Our company:

CloudHesive is a cloud solution consulting and managed services provider with a focus on security, reliability, availability, and scalability. CloudHesive helps companies reduce their operating costs and increase productivity while improving their cloud security posture by deploying their mission critical workloads onto the CloudHesive Fabric. The CloudHesive Fabric wraps traditional cloud offerings (public, private or hybrid) with cloud centric security solutions and controls, an innovative management platform and experienced cloud engineers that oversee the customer’s lifecycle. CloudHesive partners with the leading cloud providers such as Amazon Web Service (AWS) to deliver cutting edge solutions for our customers.

The opportunity:

If you’re the right fit for CloudHesive, you’ll be working with a seasoned executive team that knows how to develop and scale an organization, with colleagues who share your desire to build the best company in the industry, and with a company culture that moves quickly, acts decisively and communicates openly. You’ll also be working with revolutionary technology solutions that have been deployed successfully at marquee customers around the globe. It is an attractive career opportunity.

Role and Responsibilities:

ITIL/ITSM Service Desk Coordination
Responsible for timely assignment of Cases and Incidents to the correctly skilled individual to resolve a customer’s submitted service request. Cases/Incidents are created 24/7.
Manage and drive the Incident Management queue (ticket process) to ensure issues are escalated appropriately and closed timely to exceed Response and Resolution Service Level Agreements (SLA) with our customers.
Contribute to process improvement to ensure SLA’s are exceeded 24/7 and escalate tasks as needed
Ensure staff tasks are followed up on in a timely fashion using ServiceNow.
Perform ongoing quality assurance of tickets by service desk engineers and provide guidance to drive toward correct grammar, clear and concise communication to customers, and development of knowledge articles.
Ensure closure of all resolved and end-user confirmed records (cases, incidents, tasks, change, etc)
Identify, initiate, schedule and conduct Case/Incident reviews
Manage the Problem Management queue to provide proactive continuous improvement for our customers. Proactively identify Problems through reporting.
Manage the Change Management queue to ensure workflow process is correctly followed and closed out timely.
Perform daily, weekly, and monthly verification and review of individual time entries for invoicing.
Prepare monthly reports for SLA management and management KPIs
Work with management to improve ServiceNow Reporting, Dashboards and Processes.
Assist management in coordinating compliance audit tasks including SOC2, PCI, AWS Partner and other audits.
Ensure ServiceNow and other records meet compliance audit standards.
Coordinate ongoing proactive compliance efforts to ensure timely and successful audits.
Work with management to improve documentation process and standards.
Maintain excellent customer relations through phone/electronic communication.
Keep a consistent, open line of communication with specific customers.
Perform other duties as assigned by management.
This position has after hours responsibilities to meet business needs.

· Familiar with Service Now and worked to implement or enhance the platform instance as well as experience with working in a Service Desk or Help Desk supervisor/coordinator position.

· Solid understanding of ITIL / ITSM principles and concepts.

· ITIL Training and Certification strongly preferred.

· Soft skills to deal with customer facing and internal situations.

· Applicant must be a US Citizen.


· Bachelors Degree or equivalent experience

· Effective interpersonal and communication skills (verbal and written)

· Analytical and problem solving skills

· Ability to manage multiple tasks

· Experience working in a professional IT Service focused organization

· Understanding of IT infrastructure and software development methodologies

· IT Operations experience

· Experience using ServiceNow

Optional Skills that are Pluses:

· ITIL Training and Certification strongly preferred.

Personal attributes and values:

· Written and oral communication skills – ability to communicate technical concepts and support assertions with data

· Organizational skills – ability to coordinate and prioritize many issues simultaneously

· Analytical/Problem-solving ability – ability to quickly evaluate an issue, resolve it or implement a workaround with consistent accuracy and success

· High Sense of Urgency – This job entails supporting business critical applications, with stringent SLAs

· “Can do” attitude and ability to thrive in an entrepreneurial atmosphere

Compensation package

· Competitive base salary and incentive cash compensation

· Health care benefits

· 401k plan: company sponsored 401k plan with company match

· Access to employee discount programs for movies, movies, restaurants, electronics and more

· Company social events

· Kitchen filled with snacks chosen by the employees

· Paid for Training on cutting edge technology and partners (AWS)

· The personal reward associated with an important position in a fast-growing company positioned to become a pivotal player in a large and rapidly evolving market

· Flexible work schedules

· Standing desks