Support Coordination Manager

About Darkhorse Tech

Darkhorse Tech provides comprehensive Dental-Specific IT services to our clients including ongoing support (Managed Services), startup projects & expansions (planning, design, buildouts) as well as software & hardware sales and maintenance.

As a leader in the industry, we have created and continue to foster relationships with all leading-edge technology companies servicing the Dental community. Our company was created by founder and CEO, Reuben Kamp who left his job at a nationwide Dental IT company to build a relationship-focused version of a Managed Service Provider (MSP) which creates true partnerships with its clients.

Constantly building on our 10+ years of experience we are now servicing roughly 1300 clients in all 50 states and continue to see massive growth while focusing on maintaining unparalleled support for our Dental Practice partners. With technicians on the ground throughout the country we offer in-person as well as remote support.

About You

Service first. Providing exemplary service means recognizing it. Have you put off a call to your cell phone company because the idea of waiting on hold, requesting a manager only to fight for a solution seems exhausting? Have you ever been pleasantly surprised by a service organization where your call is addressed efficiently, with care and acknowledgement that you are their top priority because you (as a client) are the lifeblood of their business? There is a huge difference in these approaches, and the latter builds loyalty and trust which is vital to the health of any business.

You are solution-oriented and accountable. When given an opportunity to address an issue you follow service standards and quickly provide a solution, if you can’t you are able to escalate the issue and alert your manager to your need/want for knowledge and growth - all while communicating progress in a professional and engaging manner with the client.

Part of our team! While service tickets are addressed individually our crew is always ready to support one another, you will both receive and provide help as we are all working toward the same goal. Together we provide a level of service that our clients dream of and that we stand behind.

Support Coordination Manager Summary

The Support Coordination Manager plays a critical role in maintaining the efficiency, consistency, and responsiveness of our service delivery operations. This position ensures all incoming and active service tickets are properly reviewed, prioritized, and assigned. Additionally, the Service Flow Manager supports the scheduling needs of the service team and ensures compliance with operational standards and key performance indicators (KPIs). 

Core Responsibilities: 

Ticket Qualification (Qualitizing): 

• Review and qualify all new incoming tickets on the Help Desk Board, ensuring necessary details (e.g., contact, agreement, summary, and priority) are accurate and complete before work begins. 

• Qualitize all Escalated Tickets on the Support Board, ensuring they meet escalation criteria and include necessary documentation. 

Time Compliance Monitoring: 

• Ensure Help Desk Technicians are actively updating and working on tickets within 30 minutes of assignment. 

• Ensure Support Technicians are actively engaging with assigned tickets within 60 minutes. 

• Follow up on any compliance breaches and communicate with techs as needed. 

Ticket Prioritization and Monitoring: 

• Continuously review and adjust ticket priorities as client needs and ticket statuses evolve. 

• Monitor tickets to prevent delays, especially when lower-priority tickets (e.g., Green tickets) remain untouched for more than 2 hours. 

Scheduling and Resource Coordination 

• Maintain and oversee scheduling for the entire Service Team, ensuring technician availability aligns with service demand. 

• Responsibilities include but are not limited to: 

• Managing lunch breaks and availability blocks. 

• Coordinating on-site visit scheduling. 

• Handling daily scheduling requests submitted by technicians. 

• Assigning and confirming Client FIRM ticket appointments. 

• Collaborating with the Projects Team to coordinate technician involvement and resource allocation. 

• Updating and maintaining the Tech Calculator for resource planning and forecasting. 

Administrative and Client Communication Duties 

• Monitor and maintain the Mini Projects Board, ensuring updates are made in real-time and tasks are assigned appropriately. 

• Handle all sensitive information with the highest level of confidentiality and professionalism. 

• Respond to inbound emails and phone calls related to ticketing or scheduling inquiries. 

• Initiate client callbacks when ticket submissions lack necessary information or clarification, including tickets submitted via voicemail, email, website forms, or RMM-generated alerts. 

Ticket Hygiene & Board Management 

• Ensuring the SBA is reviewing all ticket boards regularly to keep them clean and organized. 

• Making sure tickets are: Properly categorized and prioritized, assigned to the correct technician or group, updated with relevant summaries, statuses, and documentation. 
• Verifying that escalated or stalled tickets are being flagged and routed appropriately. 
• Reviewing that closed tickets are fully resolved and documented according to standards. 

Communication & Coordination 

• Making sure the SBA’s and CSR’s is effectively communicating: 

• With technicians when action is needed or when a ticket needs attention. 

• With the dispatcher or coordinator if resources need to be shifted. 

• With managers when trends or bottlenecks are noticed on the board. 

• Encouraging them to be proactive in resolving ambiguity or gaps in tickets. 

Team Leadership & Oversight 

• Provide direction and oversight for assigned staff, including technicians, Customer Service Representatives (CSRs), and the Service Board Analyst (SBA). 

• Conduct regular one-on-ones (weekly and bi weekly) to: 

• Review individual performance metrics. 

• Discuss wins, challenges, and goals. 

• Provide actionable feedback and professional development. 

• Foster a culture of accountability, responsiveness, and continuous improvement. 

Performance Management and Coaching 

KPI Tracking: 

• Monitor and manage Key Performance Indicators (KPIs) for CSRs and the SBA, including metrics related to response times, CSAT (Customer Satisfaction Score), ticket handling, and communication standards. 

One-on-One Coaching: 

• Conduct weekly, bi-weekly one-on-one meetings with each CSR and SBA to provide personalized feedback and development coaching. 

• Use these meetings to highlight areas of excellence, as well as address improvement opportunities identified through audits or performance tracking. 

• Adjust meeting frequency based on team needs and performance trends. 

Ticket and Call Audits: 

• Regularly review tickets and client call recordings to evaluate quality of service, communication effectiveness, and adherence to process. 

• Incorporate findings into one-on-one sessions to promote continuous improvement. 

Goal Alignment: 

• Ensure all CSR’s and SBAs clearly understand their role in supporting the organization's goals. 

• Reinforce the importance of their contributions to metrics like response time, CSAT, ticket management on the Support Board, and overall client satisfaction.