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Facilities Help Desk Coordinator

Job ID R25_0000007558 Address 550 Speedway Dr, ENON, Ohio, 45323, United States Location Enon, Ohio

Job Summary:

The Facilities Help Desk Coordinator ensures the seamless, day-to-day operation of the Facilities Desk by managing real-time ticket flow, enforcing SLA adherence, and leading incident coordination across support tiers. This position balances operational execution with strategic oversight, playing a central role in ticket prioritization, escalation routing, documentation quality, and cross-functional communication. The role also supports long-term improvements through process development, knowledge management, and interdepartmental collaboration.

As the primary queue manager, the coordinator monitors the health of Tier 1 and Tier 2 queues, reallocating work and resources to meet service expectations. They serve as a key point of contact during escalated incidents and are responsible for tracking obstacles and delays impacting resolution timelines. Additionally, this role supports Maintenance initiatives by aligning SlA expectations, providing project support, and helping develop workflows that meet evolving business needs.

The Facilities Help Desk Coordinator drives continuous improvement by maintaining knowledge base articles (KBs), mentoring frontline staff, and proactively identifying opportunities for enhanced support processes. The ideal candidate is a strong communicator, analytical thinker, and service-minded professional with deep experience in help desk systems and Maintenance support practices.

Key Duties and Responsibilities:

+ Queue & Ticket Management

+ Monitor and manage incoming tickets to maintain even distribution across support tiers.

+ Ensure timely assignment and escalation of tickets according to severity and impact.

+ Provide real-time support to agents and maintain queue health throughout each shift.

+ Escalation & Incident Management

+ Act as the point of contact during major incidents, coordinating across departments.

+ Ensure escalated issues are properly routed, documented, and communicated to stakeholders.

+ Performance & SLA Monitoring

+ Track SLA metrics including response/resolution time, backlog, and ticket aging.

+ Support continuous SLA compliance across all operational hours.

+ Communication & Interdepartmental Support

+ Facilitate daily handoffs and cross-shift updates.

+ Liaise with business units, Maintenance, Environmental, and Operations to maintain service continuity and shared visibility.

+ Process Improvement & Workflow Development

+ Identify operational inefficiencies and lead initiatives to improve workflows and incident handling.

+ Assist in designing and rolling out new queue management strategies and SOPs.

+ Knowledge Base (KB) Management

+ Ensure KB articles are accurate, up to date, and easily accessible to Tier 1 and Tier 2 staff.

+ Work with support teams to identify documentation gaps or training needs.

+ Interdepartmental SLA & Project Support

+ Track SLAs between Maintenance, Environmental and other business units.

+ Support Maintenance initiatives by representing help desk interests in cross-functional projects.

Education and Experience:

+ Education: Associates/2 Yr Degree

+ Years of Relevant Work Experience: 2+ years

Specific Knowledge and Skills:

+ Strong working knowledge phone systems (3CLogic) and ticketing systems (e.g., ServiceNow, etc.)

+ Effective communicator and team collaborator under high-pressure situations.

+ Analytical mindset with ability to identify patterns and drive efficiency.

+ Proven time management and organizational skills.

+ Technical troubleshooting background in retail, point-of-sale, or similar enterprise environments is a plus.

+ Available to work a variety of shifts, including, second and third shift, weekends and holidays; understands the staffing expectations of working in a 24/7/365 days a year department.

This job description is intended to describe the general nature and level of the work being performed by the individuals assigned to this job. This is not an exhaustive list of all duties and responsibilities. Management reserves the right to amend and change the duties and responsibilities of this job to meet business and organizational needs as necessary.

If an hourly or salary range is included in this ad it represents the range 7-Eleven in good faith believes is the range of compensation for this role at the time of this posting. The Company may ultimately pay more or less than the posted range. This range is only applicable for jobs to be performed in this state. This range may be modified in the future. No amount is considered to be wages or compensation until such amount is earned, vested, and determinable under the terms and conditions of the applicable policies and plans. The amount and availability of any bonus, commission, long-term incentive compensation, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.

For a general description of all benefits 7-Eleven is offering in the US for the position, please visit this link (https://tbcdn.talentbrew.com/company/7/pdf-link-storage/7-Eleven\_US\_Benefits\_Summary\_2025.pdf) .