Service Desk Coordinator: SLA Mastery & Client Success

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

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.