Service Desk Manager

Job Title: Service Desk Manager
Contract Type: Permanent
Location: Sydney, New South Wales
Salary: Negotiable
Reference: 238420_1629691281
Contact Name: Geordie McPherson
Contact Email:
Job Published: August 23, 2021 14:01

Job Description

About the role

The primary function of the role is to be the service desk manager for our client, supporting 5 business/services. The core functions of this role will include but are not limited to; management of the service desk team, setting daily tasks and direction, managing daily stand up calls, triage and allocation of tickets to the level 2 support team, managing daily escalations and managing team queue logs.


Including but not limited to:

  • You will take active ownership of managing or supporting the team leader to triage and assign tickets to the Service Desk team on a daily basis.
  • You will actively support the resolution of tickets alongside the Service Desk team
  • Manage daily escalations
  • Review and management; Incidents, Service Requests, Events, Problems and the Change Management Lifecycle. Including updating and closing of incident tickets using IT Service Management Toolset (JIRA)
  • Where necessary, log jobs with third party providers / suppliers
  • Relocation, decommission and new site set up management (with property teams etc)
  • Monitor and problem solve customer networks and key IT infrastructure
  • Management and support of in scope platforms, including Local and Cloud, On Premise and cloud active directory (including Azure AD) and internal systems - In scope platforms include Office 365, Office Exchange, Active Directory, Cisco Meraki

Skills and experience

  • Technical Knowledge - An in depth understanding of the following technologies:

- Windows 10 and associated deployment technologies (Intune, WDS)
- Microsoft Exchange, SharePoint, Active Directory and Office 365 including administration and problem solving

  • Experience in a similar role with a minimum of 3 years' experience
  • Excellent knowledge of related Windows Server technologies (e.g., Active Directory, DNS, Group Policy, DHCP)
  • Experience with enterprise configuration management tools (e.g. Intune\SCCM) and monitoring tools (e.g. Cisco Meraki for monitoring all Networks)
  • Knowledgeable of cloud computing (e.g., AWS or Azure)
  • Helpdesk Support ticket tools experience (e.g., Jira preferred but not essential)
  • Knowledge of scripting and automation (e.g., PowerShell) - preferred but not essential
  • Microsoft server Operating Systems 2012R2, 2016 - preferred but not essential.

For more information or a confidential discussion, please contact Geordie McPherson at

To apply please click the 'Apply Now' button.