At Tend, we’re redefining what support feels like. As a Service Delivery Coordinator, you’ll be at the center of our IT operations—combining technical expertise, service ownership, and a commitment to continuous improvement. You’ll take the lead on incident management, partner with vendors and internal teams, and drive solutions that enhance how technology supports our people and studios. This role is ideal for someone who thrives in dynamic environments, loves solving complex problems, and takes pride in making every user interaction seamless.

What You’ll Do

• Act as the escalation point for high-priority and complex technical incidents across hardware, software, networking, and clinical technology systems.
• Troubleshoot issues spanning end-user systems and cross-platform environments (Windows, macOS, GSuite, and more).
• Monitor and manage service desk queues to ensure adherence to SLAs and timely issue resolution.
• Partner cross-functionally with internal departments, vendors, and external providers to resolve systemic issues and elevate service quality.
• Travel six to ten weeks annually, conducting technology health checks at studios and strengthening relationships with staff to understand their challenges.
• Lead communication during critical incidents—updating technical teams, leadership, and stakeholders with clarity and consistency.
• Conduct root-cause analyses and post-incident reviews; document findings and recommend preventative actions.
• Identify process inefficiencies and propose tactical or strategic improvements aligned with ITIL best practices.
• Support end-user communications and training around new tools, processes, and self-service resources.
• Maintain a centralized knowledge base to enhance first-contact resolution and promote user self-sufficiency.

Who You Are

At Tend, how you show up matters as much as what you do. You embody our values every day:

• Tend to Others – You take ownership of outcomes, deliver with consistency, and always keep the team’s success at the forefront. You balance speed with quality and find solutions even in challenging situations.
• Be Brave Enough to Lead – You speak up when it matters, lead during high-pressure incidents, and act with integrity and authenticity. You’re comfortable making tough calls that protect the business and its people.
• Savor the Ride – You bring energy to problem-solving, celebrate wins big and small, and create an environment where teammates are motivated to do their best work.
• Embrace Our Differences – You collaborate effectively with diverse technical and non-technical teams, appreciating different perspectives and approaches.
• Rooted in Growth – You’re constantly improving—using feedback and reflection to refine your technical and leadership skills and help others grow along the way.

Role-Based Competencies

• Adapts with Ease – You remain calm and effective under pressure, shifting priorities quickly as incidents or business needs evolve.
• Thinks Ahead – You analyze data and metrics to make thoughtful, informed decisions that balance risk, urgency, and long-term impact.
• Earns Trust – You build strong relationships with peers, leadership, and vendors through reliability, communication, and follow-through.

What You Have

• 3–5 years of experience in IT support or service desk roles, including incident management and continuous improvement.
• Proficiency in configuring and troubleshooting end-user devices (Windows and macOS).
• Foundational to intermediate knowledge of TCP/IP, DNS, VPN, and firewalls.
• Experience with remote access tools and endpoint management platforms.
• Ability to interpret KPIs and metrics to identify actionable insights.
• Strong communication skills—able to translate technical information into clear, user-friendly language.
• A focus on improving user experience and driving operational excellence.
• Professional certifications such as Network+, MCSA, ITIL Foundation, or equivalent preferred.
• Experience with enterprise ITSM systems and performance reporting tools.
• Familiarity with IT security practices and hybrid IT environments (cloud + on-premise).
• Ability to work a hybrid schedule working on-site at our Nashville, TN office 2 days per week (Tuesdays and Wednesdays)

What We Offer:

We believe taking care of people starts with taking care of our own. Here’s how we’ve got you covered at Tend:

• 🩺 Health Comes First - We offer medical, dental, and vision insurance — plus a Dental Wellness Program to keep your smile as sharp as your skills.
• 💰 Plan for the Future - Our 401(k) comes with a company match, because your future matters just as much as your now.
• 💡 Support, When You Need It - Life & AD&D insurance, health advocacy, legal support, and an Employee Assistance Program (EAP) — all designed to have your back when life gets real.
• 🛍️ Smart Spending Options - We’ve got Flexible Spending Accounts (FSAs), Health Savings Accounts (HSAs), and pre-tax transit/parking benefits to make your dollars go further.
• 🌴 Time to Recharge - Enjoy generous Paid Time Off (PTO) and company holidays — because rest is productive.

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