IT Service Desk Coordinator

We're defining what it means to build and deliver the most extraordinary sports and entertainment experiences. Our global team is trailblazing new markets, developing cutting-edge products, and shaping the future of responsible gaming.
Here, "impossible" isn't part of our vocabulary. You'll face some of the toughest but most rewarding challenges of your career. They're worth it. Channeling your inner grit will accelerate your growth, help us win as a team, and create unforgettable moments for our customers.
The Crown Is Yours
As an IT Service Desk Coordinator, you will play a critical role within Enterprise IT, overseeing the global ticket queue and managing resource planning for seamless onboarding and offboarding. You'll also focus on optimizing automation workflows within the ticketing system to enhance efficiency while ensuring SLA compliance and timely request resolution.
What you'll do as a IT Service Desk Coordinator

• Monitor IT queues within established guidelines.
• Direct the incident management process by assigning tickets to the appropriate individual based on skill and availability and use the established processes to validate proper ticket severity.
• Prioritize incidents based on urgency, team capabilities, and capacity.
• Monitor existing support ticket status and condition and escalate to management if at risk of missing service level agreement (SLA) targets.
• Initiate warm transfer of tickets and ensure the escalation process is being followed.
• Identify ticketing trends and communicate to internal teams as necessary. In addition, communicate emerging issues to end-users and provide status updates via Slack.
• Suggest advancements to workflows and service requests to improve automation, and reduce manual work.
• Report and analysis of ticketing queues, including agent metrics by using dashboards and exporting data to Excel.
• Follow up on closed tickets with end users for quality control.

What you'll bring

• Minimum 2 years of service desk experience in an enterprise environment.
• Strong understanding of ITSM/ITIL principles.
• Advanced proficiency in enterprise ticketing systems (ServiceNow and Freshservice preferred).
• Highly organized with strong attention to detail and the ability to manage multiple tasks simultaneously under tight deadlines.
• Experience in international support and coordination is preferred.
• Technical supervisory experience is a plus.
• Bachelor's degree in Computer Science or a related field, or an equivalent combination of education and experience.

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Join Our Team
We're a publicly traded (NASDAQ: DKNG) technology company headquartered in Boston. As a regulated gaming company, you may be required to obtain a gaming license issued by the appropriate state agency as a condition of employment. Don't worry, we'll guide you through the process if this is relevant to your role.