Service Desk Coordinator (Managed IT Services)
Location:
Sydney
Employment Type:
Full Time
About the Opportunity
We are a well-established and growing Managed Service Provider (MSP) with a strong reputation for delivering reliable, responsive and customer-focused IT solutions. We partner with medical practices, dental practices and hospitals across Australia, helping ensure their technology remains secure, reliable and operating at its best.
Due to continued growth, they are seeking an organised and customer-focused
Service Desk Coordinator
to become the operational hub of their Service Desk.
This is an excellent opportunity to join a cooperative technical team where you'll play a key role in ensuring clients receive exceptional service while supporting the day-to-day coordination of a busy IT support environment.
About the Role
This is a fast-paced coordination role where you'll oversee the daily flow of the Service Desk, ensuring support requests are triaged, prioritised and allocated efficiently to the appropriate technical engineers.
You'll be responsible for balancing workloads, monitoring service levels, coordinating engineer schedules and helping ensure support requests are resolved in a timely manner.
If you're highly organised, thrive in a fast-moving environment and enjoy working with both customers and technical teams, this is a fantastic opportunity to make a real impact.
Key Responsibilities
Monitor and manage incoming service requests
Triage and prioritise support tickets based on urgency and service level commitments




Allocate work across the technical support team
Balance engineer workloads and daily schedules
Coordinate onsite service calls when required
Monitor ticket progress and ensure timely resolution
Escalate critical issues where appropriate
Keep clients informed throughout the support process
Maintain accurate documentation within the PSA/ticketing system
Work closely with technical teams to improve service delivery
Identify opportunities to improve workflows and operational efficiency
About You
Experience working within a Managed Service Provider (MSP) environment
Previous experience coordinating an IT Service Desk or technical support team
Strong understanding of ticket management and service level agreements (SLAs)
Excellent organisational and time management skills
Ability to prioritise multiple competing tasks
Outstanding customer service and communication skills
Experience using PSA or ticketing platforms such as ConnectWise, HaloPSA, Autotask or similar
Confidence working alongside technical support engineers
High attention to detail and a proactive approach to problem solving
Why Apply?
Join a well-established and growing Managed Service Provider
Work within a supportive and collaborative team
Be part of a business that values customer service and continuous improvement
Ongoing training and professional development
Genuine opportunities for career progression
Stable, full-time position within a growing organisation
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📌 Service Desk Coordinator (Managed It Services) (Sydney)
🏢 seek.com.au
📍 Sydney