Service Desk Manager
- Coburg, VIC
- $90,000-110,000 per year
- Permanent
- Full-time
- Lead and manage the Service Desk team, building a culture of excellence, best practice, and continuous improvement.
- Monitor service desk queues and inbound calls to ensure SLAs are met, tickets are triaged and resolved promptly, and overdue or idle tickets are addressed quickly
- Act as the escalation point for both technical and customer issues, personally taking ownership of critical or escalated tickets
- Assist with team coverage during high-volume or busy periods to maintain SLA compliance
- Conduct regular 1:1s with team members, providing coaching, feedback, and professional development support, particularly for junior team members
- Identify training needs and drive skill growth across core technologies to strengthen team capability
- Analyse ticket trends and service metrics to identify recurring issues, implement improvements, and align with ITIL best practices
- Ensure service desk documentation, processes, and runbooks remain accurate, up to date, and effective
- Collaborate with other departments to resolve cross-functional issues and deliver better client outcomes
- Prepare and deliver monthly reporting, including insights and updates in client or leadership meetings
- Maintain a strong security focus across all tasks and interactions
- 5+ years experience in a Service Desk or IT Support role.
- Proven ability to lead, coach and inspire a team, particularly junior or early-career staff.
- Strong hands-on technical troubleshooting skills across Windows, Microsoft 365, Intune, endpoint support, printers, and common networking issues.
- Familiarity with ITSM tools such as ConnectWise, ServiceNow, or similar platforms.
- Sound understanding of SLA management and service reporting.
- Excellent communication, interpersonal, and conflict resolution skills.
- Ability to manage competing priorities and maintain calm under pressure.
- Excellent communication and presentation skills, with the ability to convey complex information to IT and non-IT stakeholders.
- Detail-oriented with a high level of accuracy and a commitment to meeting tight deadlines.
- Ability to manage ambiguity and adapt to a rapidly changing business environment to prioritise accordingly.
- Strong interpersonal skills, intellectual rigour and curiosity, and ability to work as part of a team in a fast-paced environment.
- Hybrid working (for majority of our roles) with team anchor days to support collaboration.
- Extensive training and development opportunities that enable continual growth as part of your career planning.
- Extensive discounts and benefits to maximise your money.
- A choice of your IT equipment to maximise your success and access to cost-price tech for your personal needs.
- Fun team events to celebrate achievements and connect with colleagues outside work as part of our engaging culture.