Service Desk Coordinator – Remote – £30,000 – £40,000 (DOE)

Our client is looking to appoint a Service Desk Coordinator / Ticket Manager to sit at the centre of their service desk operation.

This role is focused on owning and driving tickets from initial logging through to resolution – ensuring they are correctly triaged, prioritised, and consistently progressing. While not a hands-on technical role, a strong understanding of IT support environments is essential to effectively challenge, support, and coordinate engineers.

Key Responsibilities:

• Take ownership of all incoming tickets, ensuring correct triage, prioritisation, and assignment
• Coordinate workloads, scheduling engineer time and managing service desk activity
• Maintain full visibility of open tickets, driving progress and chasing updates where needed
• Act as a point of contact for stakeholders, providing clear and timely updates
• Ensure SLA adherence, high-quality ticket updates, and early identification of risks

Requirements:

• Experience within an IT service desk or MSP environment
• Strong understanding of ticketing systems (e.g. Halo, Zendesk)
• Good knowledge of IT support operations and workflows
• Highly organised, with strong attention to detail
• Confident communicator, able to challenge and manage expectations
• Ability to commute to London on a monthly basis

Desirable:

• Experience coordinating engineers or scheduling site-based work
• Understanding of networking, WiFi, or connectivity environments
• Previous experience in a senior coordinator or supervisory capacity

This role would suit someone who thrives in a fast-paced environment and enjoys taking ownership, ensuring the service desk runs efficiently and tickets are consistently moving forward.

Interested?
Apply now or get in touch for a confidential conversation.

Bond Williams Professional Recruitment are an equal opportunity employer and operate as an Employment Business and Recruitment Agency