We are looking for a Service Desk Manager who thrives on organising chaos, enjoys leading smart technical people, and knows how to turn a busy support environment into something that runs smoothly, calmly, and with the occasional well timed dad joke.
Requirements
- Experience leading a customer facing IT support team in a Managed Services environment
- Strong instinct for understanding what clients actually need, even when the ticket only tells half the story
- Familiarity with infrastructure technologies such as: Windows Server, Microsoft 365, Azure, virtualisation platforms such as VMware or Hyper V, 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 so everyone can perform at their best
- Values that align with ours, especially Be the Solution, Win Together, and Never Stop Growing
Benefits
- Competitive salary package including up to $145,000 + other benefits
- All employees have free access to Uprise, including 1:1 coaching sessions from qualified psychologists or counsellors
- First Focus understands the importance of flexibility for a satisfying work life balance, which is why we offer flexible working arrangements
- “Never Stop Growing” is deeply embedded in our DNA. We offer 10 paid training days per year, pay for certifications, and provide pay rises when you achieve them (conditions apply)
- Staff are encouraged to take advantage of weekly internal training sessions and our learning library
- Opportunities for personal and professional development through our FastTrack mentoring program
- We have our very own MAD (Making a Difference) Council, focusing on equality, charity, and the environment
- Tesla company car option as part of your employment package (conditions apply)
- Regular social events and a genuinely great team culture
