Service Coordinator (Dispatcher)

About the role

We are looking for an organised, detail-oriented Service Coordinator to join the Intellect IT Service Desk team. In this role you will be the operational backbone of the service desk, keeping the Service Coordination queue healthy, scheduling tight, and technicians set up for success each day.

This is not a technical support role. You will not be troubleshooting client issues or resolving tickets. Instead, your focus is on making sure the right work gets to the right people at the right time, that nothing falls through the cracks, and that the Service Desk Manager always has the information they need to make good decisions quickly.

Key responsibilities

Service Coordination

• Monitor and manage the Service Coordination queue in Autotask, ensuring tickets are current, correctly categorised, and progressing within SLA.

• Confirm each morning via dashboard that technicians have completed their Queue Prioritisation.

• Proactively identify tickets at risk of SLA breach and reach out to clients to manage expectations before a breach occurs.

• Answer overflow calls from the support line, logging and directing enquiries appropriately.

• Ensure technicians are correctly membered in the call queue and that coverage is maintained throughout business hours.

• Manage recurring tickets generated into the Service Coordination queue from initiation through to scheduling and completion, taking any required administrative action at each stage.

• Identify recurring issues or patterns and create Problem tickets for Service Desk Manager review.

• Coordinate the initial setup of Critical Incident management bridges and hand off to the Service Desk Manager.

• Monitor the First Response queue with an SLA focus; arrange additional resourcing when response times are at risk and escalate to the Service Desk Manager where resourcing cannot be arranged.

• Facilitate the weekly Service Coordination queue review with the Service Desk Manager.

Resource Management

• Schedule technicians day-to-day and week-to-week, matching workload to available capacity.

• Reallocate tickets promptly when a resource becomes unavailable, ensuring continuity of service delivery.

• Maintain and communicate the after-hours support roster with no coverage gaps.

• Monitor technician workload dashboards and flag over- or under-allocation.

• Track leave and team availability across the forward schedule.

• Monitor technician punctuality and attendance via timesheet data.

• Coordinate recurring operational meetings including scheduling and agenda distribution.

About you

• Minimum 2-3 years of general work experience.

• Demonstrated experience in a role requiring strong organisational, coordination, or sequencing skills. This could include scheduling, logistics, stock management, operations administration, or any role that has involved maintaining order across a high volume of concurrent items.

• Demonstrated experience in a customer-facing role, with the confidence to communicate professionally with a range of stakeholders including clients, managers, and senior contacts.

• Demonstrated ability to manage competing priorities and maintain accurate records under pressure.

• Working knowledge of Microsoft 365, particularly Teams and Outlook.

• Excellent organisational skills with a high level of attention to detail.

• Strong written and verbal communication, with the ability to communicate clearly with technical and non-technical staff.

• Proactive and self-directed; identifies issues early and acts on them before escalating.

• Systematic and process-driven; follows process consistently and flags gaps rather than working around them.

• Professional and collaborative; works constructively with technicians, Account Managers, and management.

Favourable Experience

• Experience within a Managed Services Provider (MSP) or IT services environment.

• Exposure to SLA-driven service delivery or ITIL frameworks.

• Experience with workforce scheduling, rostering, or leave management.

• Familiarity with PSA, ticketing, or task-tracking systems of any kind; Autotask PSA experience is particularly advantageous. 

Qualifications

• Certificate IV or higher in Business Administration, Operations Management, or a related field is advantageous.

• ITIL Foundation certification is advantageous but not required.

Benefits

• Competitive salary, commensurate with experience

• Permanent full-time position

• Hybrid work model

• Collaborative and supportive team environment

• City location, close to public transport

• Ongoing training and development opportunities

About us

Intellect IT is a Managed Services Provider (MSP) specialising in comprehensive IT solutions for businesses of all sizes, with a strong focus on Microsoft-based environments. We are proud of our culture of honesty, trust, and continuous improvement, and our team consistently highlights our positive and collaborative work environment. We invest in our people through regular professional development sessions and in-house training. Continual improvement is central to how we operate: we actively involve our team in process development and decision making, and employees who bring ideas forward find a genuine audience here.

A note from the hiring manager:

This is a critical role for us. The people who excel in it are genuinely organised, detail-focused, and comfortable working methodically through a lot of moving parts. You will work closely with me, and I am actively involved in supporting the people in my team as they grow.

This is a complex environment, and we do not expect anyone to hit the ground running with all the answers. What we look for is someone who is engaged, who pays attention, and who is genuinely interested in understanding how things work and how they can be improved. Over time, as your confidence and experience grow, you will have increasing opportunities to make a real impact.

If that resonates with you, I would genuinely like to hear from you.