Job Service Desk Manager, Brisbane CBD

Use your experience as a Service Desk Manager to lead and uplift service delivery and ops within this managed IT services environment!

• Permanent Opportunity
• CBD fringe location
• Newly created role that you can make your own!

We are seeking an experienced Service Desk Manager to lead service operations and delivery within a managed IT services environment. This is a newly created role as this organisation grows and matures, and is looking to create best practice processes and outcomes for it's staff and customers. This opportunity will suit someone who enjoys being close to customers, confident owning service outcomes, and capable of leading a technical team while remaining hands-on.

You lead a team of support staff and will act as a primary point of contact for customers, overseeing incoming support requests and ensuring issues are triaged, prioritised, and resolved efficiently. This is a visible role with responsibility for service quality, team performance, and customer experience.

Key Responsibilities

• Act as a primary customer contact, representing the organisation in all service interactions
• Manage and oversee the service desk function, including ticket triage, prioritisation, and dispatch
• Lead and support a team of IT technicians, fostering a collaborative and high-performance culture
• Serve as the senior technical escalation point for complex or unresolved issues as required
• Track and manage timesheets, billable work, and service delivery metrics
• Facilitate daily stand-ups and regular service review meetings
• Develop and maintain service and process documentation
• Collaborate closely with senior stakeholders to align service delivery with business objectives
• Provide on-site support where required

What You Will Bring

• Proven experience in a Service Delivery, Service Desk Lead, or similar role within a managed services environment
• Strong customer-facing communication skills and a professional, approachable manner
• The ability to remain calm, decisive, and organised in a fast-paced support environment
• Confidence leading and supporting technical teams
• High attention to detail, particularly around documentation and time management
• A proactive mindset with the ability to work autonomously and take ownership

Bonus / Nice to have experience

• Hands-on experience with PSA and RMM tools (e.g. ConnectWise, Ninja, or similar)
• Strong exposure to Microsoft and Windows environments
• Experience acting as a technical escalation point

This role is ideal for someone who wants to own service delivery end-to-end, remain technically engaged, and have a direct impact on customer satisfaction and team performance.

If this sounds like you, don't hesitate to reach out to Jack at Write to the company for a confidential conversation!