Service Desk Manager
First FocusSydney, New South Wales, Australia
Posted April 8, 2026
145000 - 145000 AUD
Full Time
About the Company
First Focus is Australia’s best mid market Managed Service Provider, voted #1 MSP in Australia for 9 years running.
Job Description
We are looking for a Service Desk Manager to lead a team of support professionals and technicians, ensuring great customer outcomes and a smooth service desk operation. The ideal candidate will have experience leading a customer-facing IT support team, a strong understanding of client needs, and excellent communication skills.
Requirements
- Experience leading a customer-facing IT support team in a Managed Services environment
- Strong instinct for understanding what clients actually need
- Familiarity with infrastructure technologies such as Windows Server, Microsoft 365, Azure, virtualisation platforms, and networking fundamentals
- Strong experience with ITIL style service management and ticketing systems
- Excellent written and verbal communication skills
- Calm decision making under pressure
- The confidence to guide and shape a team of support professionals and support technicians
Benefits
- Competitive salary package
- Free access to Uprise, including 1:1 coaching sessions
- Flexible working arrangements
- 10 paid training days per year
- Pay for certifications and pay rises
- Weekly internal training sessions and learning library
- Opportunities for personal and professional development
- Tesla company car option
- Regular social events and great team culture