Service Desk Coordinator: IT MSP Ops & Scheduling

T4B; City of Melbourne; On-site; AUD 65,000 - 85,000; Full time

Job summary

T4B is seeking a Service Desk Coordinator in Melbourne to run the service desk, ensure SLAs are met, and keep clients happy. You’ll work closely with the Tech Team Manager and CEO, coordinating ticket flows, scheduling, and client communications to prevent issues from falling through the cracks.

You’ll triage and dispatch tickets in ConnectWise, monitor SLA performance, manage the technical team's schedule including onsite visits and projects, and maintain accurate documentation in IT Glue.

Qualifications

• Experience coordinating a service desk in a ConnectWise IT managed services environment.
• Solid IT support background with ability to perform some technical work.
• Excellent written and verbal communication; professional presentation.

Responsibilities

• Service desk management: triage, prioritise and dispatch tickets; monitor SLAs.
• Scheduling: coordinate the technical team's schedule, onsite visits and projects.
• Customer service: respond promptly to inquiries and provide clear updates.

Skills

ConnectWise

IT support

Communication

Organization

Tools

N-able

IT Glue

ConnectWise

Job description

T4B is seeking a Service Desk Coordinator in Melbourne to run the service desk, ensure SLAs are met, and keep clients happy. You’ll work closely with the Tech Team Manager and CEO, coordinating ticket flows, scheduling, and client communications to prevent issues from falling through the cracks.

You’ll triage and dispatch tickets in ConnectWise, monitor SLA performance, manage the technical team's schedule including onsite visits and projects, and maintain accurate documentation in IT Glue.