Service Operations Coordinator (MSP)

Do you thrive on bringing structure to fast-paced service environments and helping teams focus on the work that matters most

Were looking for a Service Operations Coordinator to take ownership of the daytoday operational flow across our managed services technical teams.

If you enjoy organising complex workloads balancing demand with available capacity and ensuring technical teams stay aligned with clear priorities this role is for you!

The Role

Youll own operational service delivery across our managed services customers.

Youll ensure that work is prioritised correctly flows efficiently through service tiers and is delivered in line with agreed SLAs and customer expectations.

Youll be focused on prioritisation incident coordination scheduling and sequencing work across the technical team ensuring BAU work moves predictably and efficiently.

Your success is measured by SLA performance reduced MTTR and exceptional customer experience not by ticket count or incident volume.

What Youll Be Doing

• Managing daily priorities across all BAU managed services work
• Overseeing who is working on what and adjusting priorities as conditions change
• Maintaining rosters and schedules for L1 and L2 team members
• Coordinating onsite work
• Monitoring backlog health (age volume risk) and addressing blockages early
• Coordinating incident response activities and ensuring clear ownership during service events
• Controlling escalation so work reaches senior tiers only when appropriate
• Running regular service reviews and providing clear operational insight to leadership
• Liaising with other internal teams Customer Success Project Management and Finance

About You

• Three to five years of proven experience in service delivery or operations management role in an MSP.
• Comfortable making prioritisation decisions under pressure
• Clear communicator with technical and customerfacing teams
• Strong grasp of tiered support models
• Values structure consistency and sustainable operations
• A good understanding of the nature of IT work would be beneficial in properly prioritising and coordinating work. A technical background is not essential.

About VISITS

Were a national Managed IT and Cyber Security Services Provider with our head office on St Kilda Road Melbourne. Our clients are mid-sized to small organisations including listed companies professional services firms and NFPs who want more than just IT support.

They stay with us because we deliver exceptional business outcomes and standout customer experiences. And were growing fast!

Perks and benefits

We value our people and offer competitive salaries strong employee benefits and genuine opportunities for career growth. Every team member receives a personalised training and professional development plan to support ongoing progression.

Our Melbourne head office on St Kilda Road is a great place to work with breakfast snacks and light lunches provided a caféquality coffee machine and easy access to public transport. We also enjoy a strong team culture with regular social events including Friday night drinks.

Youll be based in our Melbourne office with some flexibility to work from home.

Additional benefits include:

• Novated leasing including FBTfree electric vehicle options (where eligible)
• IT equipment and home NBN at cost
• Access to company cars
• Optional involvement in charity and mental health fundraising initiatives

Employment Specifics

This is a full-time permanent role.

You must have a full drivers licence must be an Australian Citizen (or have ongoing work rights in Australia) and your employment is subject to completing a Criminal History Clearance Check.

Remuneration will be negotiated based on your experience and qualifications.

Ready to bring control and clarity to MSP service delivery
Apply now.

Direct applications only - we are not engaging recruitment agencies for this role.

Please note that we will only be contacting applicants that have been shortlisted.