Service Desk Coordinator - IT Service Delivery

Salary: $70,000 – $85,000 per year

Ever been the person who just gets how to keep a team running smoothly? The one who spots a problem three steps before anyone else notices? That's exactly who we're after.

Emerging IT is Australia's leading Managed Service Provider — founded in 2001, now one of the most-awarded IT companies in the country, with offices in Melbourne and Sydney servicing over 280 businesses nationally. We're looking for a Service Desk Coordinator to be the engine room of our service desk: the person who makes sure every ticket has an owner, every customer knows what's happening, and every technician is set up to do their best work.

What you'll actually be doing:
This isn't a background admin role — you'll be right at the centre of the action. You'll own the health of our ticket queues from creation through to closure, triage and dispatch tickets to the right technician based on skill set and priority, and keep our L1, L2 and L3 queues moving. You'll schedule technicians, balance workloads across teams, and be the person everyone trusts to know exactly what's in progress and what needs attention. You'll spot SLA risks before they become SLA breaches, run ticket quality audits, and turn what you see into insights and recommendations that genuinely improve how we work.

You'll thrive here if you have:

• Previous experience working within an IT Managed Services (MSP) environment

• Experience coordinating or dispatching Service Desk operations, ideally with some team leadership, mentoring or shift-lead experience

• A strong understanding of IT Service Management (ITSM), ticket lifecycle management and SLA management

• Experience managing service queues, scheduling and resource allocation

• Excellent organisational and prioritisation skills

• Strong communication and stakeholder management abilities

• Exceptional attention to detail and a process-driven mindset

• The ability to remain calm under pressure while managing competing priorities

• A genuine passion for delivering an outstanding customer experience

• Genuine leadership qualities — even without a formal title, you're the kind of person who's led a shift, mentored technicians, or been the go-to person on the floor, and you can hold others accountable to a standard through judgement and example, not title alone

The details:
This is a permanent full-time role, 38 hours a week, Monday to Friday, with rostered coverage of the service desk between 7am and 7pm. You'll be based in the office in line with our WFO approach, working shoulder to shoulder with a team that genuinely backs each other.

Why Emerging IT:
Join a team built on life-long learning, human-centred thinking, collaboration and transformation — not just words on a wall, but how we actually work. You'll get access to great tools, some of the country's most recognisable customers, real support for certifications and ongoing development, plus team events and a flexible working environment.

If you're ready to be the calm, capable centre of a high-performing service desk — we want to hear from you.

Please note that successful applicants will be required to complete a National Police Check and satisfactory reference checks as part of our pre-employment screening process.