IT Operations and Infrastructure Coordinator

Position Overview: The IT Support and MSP Coordinator owns the day to day running of IT across Focus Partners Australia and Escala. The role keeps technology working smoothly for staff, manages the flow of work to and from our managed service provider (MSP), and takes ownership of the everyday operational issues that would otherwise sit with the Head of Technology and Data. This is a hands on, practical role for someone who enjoys solving problems, staying on top of a busy queue and being the person staff trust when something is not working. It spans support, devices, telephony, meeting room technology, network coordination, onboarding and process improvement across all offices. It suits someone who can bring structure and consistency to how we deliver IT support, while lifting the overall standard of service across both firms. Employment Type: Fixed Term Contract - 12 months Key Responsibilities: MSP coordination and ticket management Own the day-to-day relationship with our MSP, including triaging, assigning, following up and escalating support tickets through to resolution Analyse ticket volumes and trends to identify recurring issues and root causes (for example repeat patching, device or network faults) and drive permanent fixes rather than repeat call outs Hold the MSP to agreed service levels, chase overdue or stalled requests, and escalate recurring problems or vendor risk to the Head of Technology and Data End user support Act as the first point of contact for staff technology issues across both firms, resolving what you can directly and coordinating the rest through the MSP Support senior leaders and staff with priority issues quickly and professionally, recognising the business impact when key people are affected Telephony Manage 3CX phone system issues, including faults, call quality, new user setup and coordination with the telephony provider Own the phone system onboarding process so new starters have their line and handset ready from day one Device and asset management Manage the full device lifecycle across all offices: procurement, configuration, distribution, repairs, warranty claims, returns and secure decommissioning Coordinate new starter and departing staff device provisioning, making sure senior and time critical setups are tested end to end under the user's own login before day one Onboarding, offboarding and access Own the IT onboarding and offboarding process, including the systems and access checklist for new starters across each business line Coordinate access requests, permissions and licence changes, and make sure departing staff are offboarded securely Software rollout and licensing Coordinate the rollout of new software and updates, including user communications, scheduling and post rollout support Manage licence assignments and changes (including Microsoft 365 and Copilot), monitor usage, and reclaim licences that are not being used Meeting room and AV support Own boardroom and meeting room technology, including audio, video, screens and conferencing equipment, so meetings run without disruption Diagnose and resolve AV issues (for example speaker, microphone and call quality problems), coordinating specialist AV vendors where needed Network coordination and multi-site uplift Work with the MSP to oversee the network uplift across all sites, including standardised firewalls, switching, wireless access points and internet connectivity Coordinate site assessments, cabling, hardware refresh, server rack tidy up and bandwidth upgrades, travelling to offices as required End user training and enablement Deliver practical end user training and quick reference guidance to lift staff confidence with everyday tools Build simple how-to material and support adoption of Microsoft 365, Copilot and other core applications Process and continuous improvement Define and document repeatable technology processes so support is consistent and structured rather than reactive Identify and drive operational improvements…