Telair is on the hunt for a process-driven and tech-savvy Service Delivery & Systems Coordinator to take our IT service operations to the next level. If you're passionate about automation, love improving workflows, and know your way around PSA tools and ticketing systems, this is your chance to make a real impact in a fast-growing MSP.

🔍 About the Role

This is more than just ticket administration – you'll be the go-to person for improving how we deliver IT services. From triaging tickets and optimising billing workflows to integrating AI and automation, you’ll play a key role in ensuring our team operates efficiently and our clients get the best experience possible.

You’ll work closely with our techs, service desk, and finance teams to tighten up processes, streamline service delivery, and support ongoing improvement projects.

🚀 What You'll Be Doing

Overseeing the full ticket lifecycle – triage, scheduling, prioritisation, billing.

Improving workflows and enforcing system best practices in tools like ConnectWise or Ninja.

Implementing automation and self-service tools to reduce manual tasks.

Ensuring time tracking and billing accuracy across the board.

Delivering internal system training and helping the team get the most from our tools.

Building reports on ticket metrics, resource utilisation, and service quality.

🎯 What We’re Looking For

Experience in a similar role within an MSP or IT service environment.

Strong understanding of ticketing systems, PSA/RMM platforms, and service workflows.

Skilled in process improvement and automation (Zapier, Power Automate, scripting a plus!).

Confident communicator and trainer with solid documentation skills.

Detail-oriented, proactive, and unafraid to challenge the status quo.

Experience with software licensing (e.g., Microsoft 365, Sophos) is a bonus.

💡 Why Join Telair?

A forward-thinking team where your ideas for improvement are encouraged.

Autonomy to own and optimise key systems and processes.

Growing company with career progression opportunities.

Supportive culture with a focus on doing things smarter – not harder.

📬 How to Apply

If you are passionate about IT and meet the above criteria, we would love to hear from you. Please submit your resume and a cover letter outlining your suitability for the role.

Telair is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Only applicants with cover letters will be considered. This is an office-based role.