IT Project Coordinator for IT HERO

Freelance Position Description
IT Project Coordinator / Operations Coordinator

Company: IT HERO
Engagement: Freelance / Contractor
Hours: 7:30am – 4:00pm Sydney time, Monday to Friday
Location: Remote
Reports to: Operations / Service Delivery Manager
Rate: 6AUD/hr

Role Purpose

IT HERO is looking for a reliable freelance IT Project Coordinator to support our admin and operations team. This role is responsible for keeping jobs, projects, onsite bookings, technicians, clients, and SLAs organised and moving.

The role requires someone proactive, detail-focused, and confident following people up.

Key Responsibilities
Monitor tickets, tasks, projects, and onsite jobs against SLA requirements.
Coordinate onsite technician bookings with clients and site contacts.
Confirm site attendance times, access details, scope, parts, and requirements.
Follow up technicians before, during, and after jobs.
Keep clients and internal teams updated on job progress, delays, and risks.
Maintain accurate notes in tickets, project boards, schedules, and trackers.
Escalate SLA risks, blockers, missed updates, or urgent issues early.
Coordinate parts, freight, returns, vendor updates, and job readiness.
Support admins with operational follow-up and task completion.
Ensure jobs are closed with correct notes, photos, reports, and time entries.
Help coordinate multi-site rollouts, project tasks, and field service work.
Required Experience
IT coordination, project coordination, dispatch, scheduling, or operations admin experience.
Understanding of SLA tracking and service delivery.
Experience coordinating onsite technicians or field teams.
Strong written and verbal communication.
High attention to detail.
Ability to manage multiple tasks at once.
Comfortable using ticketing systems, Microsoft 365, Teams, Outlook, Excel/Sheets, and project tools.
Highly Valued
MSP or IT services experience.
Field services coordination.
Hardware rollout or break-fix coordination.
Vendor and logistics coordination.
Experience with tools such as HaloPSA, ConnectWise, Autotask, Jira, Monday.com, ServiceNow, or similar.
Success Measures
Jobs are scheduled correctly and on time.
SLA risks are identified before they become issues.
Technicians have clear instructions before attending site.
Clients receive timely and professional updates.
Tickets and project records are accurate.
Admin workload is reduced.
Operational follow-ups are completed without repeated prompting.
Ideal Person

You are organised, proactive, reliable, clear in communication, and comfortable taking ownership of operational follow-through. You do not wait to be chased; you chase the outcome.