Jobs → Customer Support → IT Support Coordinator

About the Role We are looking for an experienced IT Support Coordinator to join our team at a major European institution. This role focuses on ensuring reliable IT support operations through effective coordination and management of support teams. Key Responsibilities • Coordinate L1, L2, and L3 IT support teams to ensure timely resolution of incidents and service requests • Manage incident handling, ticket triage, escalations, problem management, and request fulfilment • Apply ITIL practices and ensure compliance with agreed service standards • Prepare operational reports, service quality reports, and KPI dashboards • Monitor service performance indicators, including First Contact Resolution (FCR) and Mean Time to Resolution (MTTR) • Maintain knowledge bases, user guides, FAQs, and support documentation • Work with tools such as ServiceNow, Jira, Confluence, SharePoint, and Microsoft Teams • Coordinate with technical teams and stakeholders to resolve complex issues • Communicate service status, risks, and decisions clearly to stakeholders Requirements • Extensive experience in IT support operations and service management • Strong knowledge of ITSM tools, ticketing systems, and ITIL practices • Experience in incident management, service reporting, and stakeholder coordination • Mandatory certification: ITIL 3 Foundation, ITIL 4 Foundation, or equivalent • Mandatory English proficiency: C2 level in speaking, writing, reading, and listening • Minimum secondary education