OWL Automotive Consulting, LLC

Compensation

Full Description

About the Role We are looking for a Service Desk Coordinator to serve as the traffic controller of our IT support organization. In this role, you’ll manage the flow of incoming tickets—ensuring requests are triaged, documented, and routed to the right resource at the right time. This is a critical position for keeping our support operations efficient, our clients informed, and our SLAs on target. Many of our clients are retail automotive dealerships, where uptime during service and sales hours is essential. The ideal candidate has hands-on experience in either IT support or retail automotive operations—and ideally both. Experience as a Business Development Manager (BDC) in a dealership environment is a strong plus. What You’ll Do • Ticket Intake, Triage & Coordination • Monitor PSA queue (e.g., Autotask). • Validate ticket quality and apply standard priority/categorization. • Assign tickets across Tier 1–3, Field, or Project teams while balancing workloads. • Trigger vendor tickets when appropriate and document vendor case details. • Escalation Coordination • Review escalations for completeness, returning incomplete ones with feedback. • Reassign valid escalations promptly and notify receiving technicians with context. • Ensure smooth handoffs during shift changes. • Quality Control & SLA Management • Perform daily QC checks on escalated tickets. • Track SLA clocks and realign resources as needed. • Identify backlog risks and share trends with leadership. • Documentation & Knowledge Management • Convert recurring requests into KB articles and templates. • Maintain site-specific runbooks and update documentation post-project. • Communication & Customer Experience • Communicate high-priority issues to internal and client teams. • Set and confirm expectations with clients regarding urgency and resolution. • Model concise, professional, and empathetic communication. • Reporting & Continuous Improvement • Track triage times to ensure tickets are triaged within 30 minutes. • Produce reports on workload balance, SLA compliance, and ticket trends. • Recommend process improvements based on recurring patterns. What We’re Looking For Required Qualifications • Experience in either IT or retail automotive is required. Both is preferred. • 2–4 years in an MSP, NOC, enterprise help desk, or dealership operations environment. • Strong written communication for client updates and documentation. • Proven ability to coordinate escalations across teams and vendors. Preferred Qualifications • Retail automotive dealership experience, especially in a BDC or client-facing role. • MSP background supporting multi-site clients. • Familiarity with Autotask PSA and IT Glue. • Certifications: HDI Support Center Analyst/Coordinator, ITIL v4 Foundation, or CompTIA (A+, Network+). • Exposure to RMM alert triage and basic scripting (PowerShell). • Awareness of compliance requirements (e.g., FTC Safeguards). Core Competencies • Operational discipline and attention to detail. • Ability to prioritize effectively under pressure. • Calm, steady communicator during incidents. • Empathetic, customer-focused mindset. • Collaborative and data-driven decision making. Work Schedule & Environment • Core hours: Monday–Friday, 7:00 AM – 4:00 PM EST • Fully remote position—requires reliable high-speed internet and professional workspace. • Occasional travel for onsite support, team meetings, or client go-lives. Benefits: • 401(k) • 401(k) matching • Dental insurance • Flexible spending account • Health insurance • Health savings account • Life insurance • Paid time off • Professional development assistance • Vision insurance