Service Desk Coordinator (Managed IT Services)

Service Desk Coordinator (Managed IT Services)

Location: Sydney
Employment Type: Full Time

About the Opportunity

We are a well-established and growing Managed Service Provider (MSP) with a strong reputation for delivering reliable, responsive and customer-focused IT solutions. We partner with medical practices, dental practices and hospitals across Australia, helping ensure their technology remains secure, reliable and operating at its best.

Due to continued growth, they are seeking an organised and customer-focused Service Desk Coordinator to become the operational hub of their Service Desk.

This is an excellent opportunity to join a collaborative technical team where you'll play a key role in ensuring clients receive exceptional service while supporting the day-to-day coordination of a busy IT support environment.

About the Role

This is a fast-paced coordination role where you'll oversee the daily flow of the Service Desk, ensuring support requests are triaged, prioritised and allocated efficiently to the appropriate technical engineers.

You'll be responsible for balancing workloads, monitoring service levels, coordinating engineer schedules and helping ensure support requests are resolved in a timely manner.

If you're highly organised, thrive in a fast-moving environment and enjoy working with both customers and technical teams, this is a fantastic opportunity to make a real impact.

Key Responsibilities

• Monitor and manage incoming service requests

• Triage and prioritise support tickets based on urgency and service level commitments

• Allocate work across the technical support team

• Balance engineer workloads and daily schedules

·       Coordinate onsite service calls when required 

• Monitor ticket progress and ensure timely resolution

• Escalate critical issues where appropriate

• Keep clients informed throughout the support process

• Maintain accurate documentation within the PSA/ticketing system

• Work closely with technical teams to improve service delivery

• Identify opportunities to improve workflows and operational efficiency

About You

We're looking for someone who is organised, proactive and enjoys working in a customer-focused environment where no two days are the same.

You'll ideally have:

• Experience working within a Managed Service Provider (MSP) environment

• Previous experience coordinating an IT Service Desk or technical support team

• Strong understanding of ticket management and service level agreements (SLAs)

• Excellent organisational and time management skills

• Ability to prioritise multiple competing tasks

• Outstanding customer service and communication skills

• Experience using PSA or ticketing platforms such as ConnectWise, HaloPSA, Autotask or similar

• Confidence working alongside technical support engineers

• High attention to detail and a proactive approach to problem solving

Why Apply?

• Join a well-established and growing Managed Service Provider

• Work within a supportive and collaborative team

• Be part of a business that values customer service and continuous improvement

• Ongoing training and professional development

• Genuine opportunities for career progression

• Stable, full-time position within a growing organisation

Apply Now

If you're an organised Service Desk Coordinator who enjoys keeping teams running efficiently while delivering outstanding customer service, we'd love to hear from you.

Submit your resume today to be considered for this opportunity.