Job Title: Resource Coordinator Lead

Location: Tekscape Office, NYC

Travel Required: Company offices

FSLA: Exempt

Term: Full Time

Reports to: Director of Support Services

About Tekscape:

Tekscape is a recognized managed IT services company since 2007, headquartered in New York City. We operate via two physical locations in the United States. Based on our engineers’ advanced technical knowledge and by leveraging our strategic relationships with the world’s leading cloud providers, Tekscape excels at supporting companies globally with information technology solutions. We work in a collaborative environment that fosters and rewards innovation. Tekscape services include managed IT, managed security services, cloud computing, compliance, and collaboration.Job Summary:
The Resource Coordinator works closely with the Director of Support Services to manage the Engineers’ daily calendars and plan out resources for our Project & Infrastructure Management team. He/she oversees availability while providing high level support to our Engineers, Project Managers, and clients. The incumbent is responsible for scheduling, dispatching and calendar management of 15 engineers. This individual works in a fast-paced environment and applies a sense of urgency to provide the appropriate services to our customers.ResponsibilitiesAssigns out client requests that are received from the customer via alerts, email, portal or phone call and assigns tickets to Engineers.

• Responsible for monitoring service boards for new tickets and/or respond to tickets.
• Responsible for all communications via email to our support mailbox.
• Responsible for all inbound calls to our support line.
• Assists engineers with managing their calendars by adjusting and rescheduling appointments throughout the day.
• Interfaces directly with clients via email and phone to create tickets and provide assignment updates.
• Communicates with high profile client users within tight timeframes to set expectations and provide updates regarding client tickets.
• Plans and adjusts engineer’s schedules to ensure proper coverage at client sites.
• Schedule internal and field resources on the CRM dispatch portal (ConnectWise).
• Monitor resource schedules to ensure prompt time entry/completion of service requests.
• Collects and organizes resources from the service team when the Project & Infrastructure Team Management team submits requests.
• Prepares and distributes weekly and monthly reports in an accurate and timely manner.
• Provide customer service support to 50 SMB clients.
• Performs other duties as assigned.

Job Knowledge - Professional and Personal Skills

• Exceptional customer service orientation and related operational skill.
• Learning and understanding systems hardware/technology environment.
• Effectively and efficiently multitasking with urgency in a high pace environment
• Effectively prioritize and execute tasks in a high-pressure environment
• Work both individually and team-based
• Regularly interfacing with senior executives
• Apply client sensitivity and empathy
• Proven analytical, quantitative and problem-solving abilities
• Highly self-motivated and directed
• Strong documentation skills
• Financial industry experience a plus
• Working knowledge of MS Office suite, preferably Outlook, Excel and MS Word
• Knowledge of PC hardware & terminology

Work Conditions 

• Willing to work extra hours as needed
• Must be available to work remotely according to the 6-week rotation schedule. The Resource Coordinator will be logged in for a maximum of 2 hours during these times to address any pending emergency situations that may come up at the close of business on the previous Friday.

• Must be willing to provide back-up support on this global team when other team members are on PTO/sick. This may mean taking on additional work during these times.

Tekscape employees enjoy the following benefits:

• Excellent Benefits (including medical, dental, vision, life insurance, HSA/FSA
• Paid Parental Leave (NYS Paid Family Leave)
• 401(k) plan with matching company contribution
• Vacation/ Paid Time Off / Sick Leave / Floating Holiday
• Professional Development Programs
• Employee Referral Programs
• Corporate-Branded Swag & MORE

We are an Equal Opportunity Employer that truly believes in the benefits of diversity! Tekscape

engages all employees proactively in all aspects of the business to provide them with

experience and exposure to a wide range of IT environments and technologies, allowing for a

diverse, creative, and thoughtful development of their skills and knowledge