Service Desk Coordinator - IT Managed Services
T4B · Chelsea Heights, Melbourne VIC ·
- Work mode
- Onsite
- Employment
- Full time
- Category
- Support
- Salary
- AUD 75,000 – 85,000 / year
Runs the service desk at an Australian managed IT services provider (MSP): triaging and dispatching tickets in ConnectWise, monitoring SLAs, scheduling technicians and onsite visits, and acting as a day-to-day client contact. Core tools include ConnectWise, N-able RMM and IT Glue.
Salary: $75,000 – $85,000 per year
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 escalate 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 presentation
A friendly, confident personality suited to working with clients and technicians every day
Highly organised and calm under pressure
Key Performance Indicators
Team utilisation targets
Service level targets
Client satisfaction
PSA administration, reporting and documentation quality