Service Operations Administrator

Job Responsibility:

Service Operations Administrator (6 Months Contract)

As a Service Operations Administrator for Quadbridge, you will work as part of the Service Operations team to complete critical daily administration tasks. You will balance competing and ever-changing priorities to ensure tasks associated with Professional Service Projects and Service ticket are completed on time with a focus on meeting and exceeding service commitments to our clients.

Responsibilities

• Scheduling: Facilitating status meetings, assigning and tracking technician schedules. Support attainment of technical presales SLAs, project delivery timelines, and customer satisfaction. Utilize Quadbridge's ticketing and time entry system for client billing, time tracking and expense entries, including details on work performed to ensure effective communication between team members.

• Third Party Engagement: Work with our Third-Party partners (when required) to support our PreSales and Project Delivery requirements.
• Ticket Closure and Invoicing: Final review of Project and Service tickets, prepare for invoicing. Includes receipt of invoices from Third Parties when applicable. Reconcile actual hours to budgeted hours and identify cost overruns.

Skills and Attributes:

Required:

• A fast-paced environment requiring the ability to quickly adapt to change is where you thrive
• Excellent critical thinking capabilities to troubleshoot and resolve issues
• Exhibit professionalism in all communications, whether internal or external, in both written and verbal formats
• Advanced skills in working with general office applications (i.e. Microsoft Excel)
• Ability to multi-task, prioritize, and manage time effectively
• Exceptional organizational skills with a continuous improvement mindset- always looking for better processes

Nice to have:

• Experience with ConnectWise Manage or similar IT Service Management (ITSM) application
• Experience with NetSuite
• Previous service coordination experience within a Managed Service Provider organization

Key Performance Indicators:

• Pre-Sales SLA Compliance Rate
• Service Ticket SLA
• Client Satisfaction Score