Service Desk Coordinator - IT Service Delivery

Be the Operational Heartbeat of Our Service Desk

At Emerging IT, we're passionate about delivering exceptional IT services and outstanding customer experiences. As one of Australia's leading Managed Service Providers, we partner with over 280 businesses across Australia, delivering innovative technology solutions backed by exceptional service.

We're looking for an experienced Service Desk Coordinator with genuine leadership qualities to oversee the day-to-day operations of our Service Desk.

This is not a hands-on technical support role. Instead, you'll be responsible for ensuring work flows efficiently through the Service Desk by coordinating ticket activity, balancing technician workloads, maintaining service standards and delivering an outstanding customer experience.

If you're highly organised, thrive in fast-paced environments, and have the leadership presence to hold a team to a high standard, we'd love to hear from you.

About the Role

Reporting to the Service Desk Team Leader, you'll act as the operational hub of our Service Desk, coordinating work between customers, engineers, Team Leaders and management.

You'll oversee the entire ticket lifecycle — from initial triage through to resolution — ensuring work is prioritised appropriately, resources are allocated effectively and customers remain informed every step of the way.

While this role doesn't carry formal people-management responsibility, it's a leadership role in every practical sense. You'll set the standard for how the desk operates day-to-day, holding technicians accountable to process and coaching on ticket quality and communication in the moment. You'll play a key role in maintaining queue health, supporting technician scheduling, monitoring SLA performance, identifying operational risks and providing valuable reporting and insights that help drive continuous improvement across our Service Desk.

Key Responsibilities

You'll be responsible for:

Managing the health of all Service Desk queues





Monitoring tickets from creation through to successful resolution

Triaging, prioritising and assigning service requests and incidents

Coordinating technician scheduling and workload allocation across Level 1, Level 2 and Level 3 teams

Monitoring SLA performance and proactively managing at‑risk tickets

Reviewing aged, stalled and unassigned tickets to ensure continued progress

Coordinating major incidents and service interruptions

Ensuring customers receive clear, proactive and timely communication throughout the ticket lifecycle

Conducting ticket quality and communication audits

Producing operational reports on queue health, backlog, technician utilisation and service performance

Identifying operational risks, recurring issues and opportunities for process improvement

Setting the standard for the floor — coaching technicians and holding the team accountable to process and quality

Working closely with Team Leaders to improve service delivery, customer experience and operational efficiency

About You

You'll be an experienced Service Desk operator with genuine leadership qualities — someone who's led a shift, mentored technicians, or been the go‑to person on the floor, even without a formal management title. You're comfortable holding others accountable to a standard, and you earn that authority through judgement and example rather than title alone.

You'll be highly organised, proactive and comfortable working in a fast‑paced Managed Services environment where priorities can change quickly.

You'll enjoy coordinating people, improving processes and ensuring nothing falls through the cracks.

You'll also bring:





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

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

Highly Desirable

Experience with the following technologies will be highly regarded:

Microsoft 365

Service Desk reporting and scheduling platforms

Why Join Emerging IT?

At Emerging IT, our people are at the centre of everything we do.

We foster a team-oriented, supportive culture where innovation, continuous improvement and professional development are encouraged. You'll work alongside experienced technical professionals while playing a critical role in ensuring the smooth operation of our Service Desk — and a natural step toward Team Leader as we continue to grow.

At Emerging IT, our people are at the centre of everything we do.

You'll be joining one of Australia's most‑awarded Managed Service Providers, working alongside experienced technical professionals and playing a critical role in the smooth operation of our Service Desk. This role offers genuine autonomy and ownership.

Pre‑Employment Requirements

The successful applicant will be required to complete a National Police Check as part of our pre‑employment screening process. Employment is subject to the satisfactory completion of all required background checks.

Ready to Make an Impact?

If you're passionate about operational excellence, customer service and helping lead a high‑performing Service Desk, we'd love to hear from you.

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📌 Service Desk Coordinator - IT Service Delivery (Surry Hills)
🏢 Emerging IT
📍 Surry Hills