Service Desk Coordinator (MSP)

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

Job summary

T4B is seeking a dedicated Service Desk Coordinator to keep our tech team running smoothly. You’ll own the flow of work through the service desk, triaging tickets in ConnectWise, managing schedules, and ensuring client expectations are met.

This role suits someone with IT support background, hands-on with N-able and IT Glue, excellent communication, and the ability to prioritise in a fast-paced MSP environment. You’ll report to the Tech Team Manager and contribute to service improvements.

Qualifications

• Experience coordinating a service desk in a ConnectWise IT managed services environment.
• It background with triage and scheduling as core responsibilities.
• Hands-on experience with RMM tools like N-able and with IT Glue for documentation.
• Excellent written and verbal communication, and a calm, professional manner with clients and technicians.

Responsibilities

• Service desk management: triage, prioritise and dispatch tickets in ConnectWise; monitor SLAs.
• Scheduling: coordinate technical team schedules, onsite visits and projects.
• Customer service: respond promptly to client enquiries and provide updates.
• Administration: keep tickets, schedules, time entries and agreements up to date; manage IT Glue documentation.
• Client relationships: build relations with day-to-day contacts and account managers.
• Sales opportunities: spot opportunities and pass to account management.
• Contract administration: check incremental subscription changes for accuracy.
• Improvements: use reporting to spot trends and suggest process improvements.

Skills

Coordination

Communication

Organisation

Customer-facing

Tools

ConnectWise

N-able

IT Glue

Job description

Be the engine room of a growing MSP. Run the service desk, keep SLAs on track and keep our clients happy.

Our Company

T4B is an IT managed services provider that has supported Australian businesses since 2015. We specialise in managed IT services and hosted phone solutions for organisations with 5 to 200 staff, across a wide range of on-premise and cloud technologies. With offices in Chelsea Heights, Bendigo and Brisbane and a 100% Australian-based helpdesk, our philosophy is simple: I.T. made easy.

To support an exciting period of growth, we are seeking a dedicated Service Desk Coordinator role to keep our technical team running smoothly.

Our Culture

We're a family-friendly, sociable team, and our clients value our personalities as much as our technical skills. We promote autonomy and empower our people to make decisions. Technical experience matters, but personal attributes are what set us apart. We're a company with personality!

The Role

You'll own the flow of work through our service desk, making sure the technical team is well utilised, clients' expectations are managed, and nothing falls through the cracks. You'll work closely with our Tech Team Manager, who looks after the team's people and HR matters, while you look after the work: what gets done, by whom, and when. You will also have a direct line to the CEO who has direct interest in the success of the role.

You'll be a regular point of contact for clients on day-to-day matters. You'll balance client needs against team availability through clear communication and proactive planning. If you thrive in a fast-paced environment and love bringing order to a busy queue, this role is for you.

Key Responsibilities

• Service desk management: Triage, prioritise and dispatch tickets in ConnectWise. Monitor SLAs and escalated early when tickets are at risk.
• Scheduling: Coordinate the technical team's schedule, onsite visits and projects, balancing workloads, skills, client priorities and service level commitments.
• Customer service: Respond promptly to client enquiries, provide clear updates, and make sure issues are resolved on time.
• Administration: Keep tickets, schedules, time entries and client agreements accurate and up to date. Oversee our documentation system (IT Glue) so client information stays current.
• Client relationships: Build strong relationships with day-to-day client contacts, and work with our account managers so clients get unified solutions and outcomes.
• Sales opportunities: Spot opportunities within existing accounts and pass them to account management for follow-up.
• Contract administration: Check incremental subscription changes for accuracy so revenue is captured correctly.
• Improvements: Use our automated reporting to spot trends in response times and utilisation, and recommend process improvements.

About You

• Experience coordinating a service desk in a ConnectWise IT managed services environment
• An IT support background, with a solid understanding of IT concepts. You will have the scope to do some technical work and close tickets, but triage and scheduling is your core responsibility.
• Hands-on experience with RMM tools like N-able
• Hands-on experience with documentation tools like IT Glue
• Excellent written and verbal communication, and a professional presentationA friendly, confident personality suited to working with clients and technicians every day
• Highly organised and calm under pressure

Key Performance Indicators

• Client satisfaction
• PSA administration, reporting and documentation quality