Service Desk Manager

We are looking for a Service Desk Manager who can lead a team of support professionals and support technicians, ensure the Service Desk delivers great customer outcomes, and build a team culture where people feel supported and trusted.

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
• Values that align with First Focus' values, especially Be the Solution, Win Together, and Never Stop Growing

Benefits

• Competitive salary package including up to $145,000
• Free access to Uprise with 1:1 coaching sessions
• Flexible working arrangements
• 10 paid training days per year
• Pay for certifications and pay rises
• Weekly internal training sessions and a learning library
• FastTrack mentoring program
• Tesla company car option
• Regular social events and a great team culture
• MAD (Making a Difference) Council for equality, charity, and the environment