Helpdesk Manager

Helpdesk Manager

Macarthur Area, South-West Sydney

Lead a capable support team, take ownership of service delivery and stay close to the technology.

About Us

We are a growing local Managed Service Provider delivering reliable, security-focused IT solutions to small and mid-sized businesses across NSW.

We pride ourselves on responsiveness, technical depth and long-term client relationships. Our team solves problems properly, communicates clearly and continually improves the environments our clients rely on.

Based in the Macarthur Area, this is an opportunity to build your leadership career with a supportive local team and avoid the daily CBD commute.

About the Role

We’re looking for an experienced Helpdesk Manager to take ownership of our support services, lead our technicians and ensure clients receive consistent, high-quality support.

You’ll manage the day-to-day operation of the helpdesk, balance workloads, develop your team and improve how we deliver service. You’ll also provide hands-on L2/L3 support for complex escalations and contribute technical expertise across the business.

This role suits someone who enjoys leading people, brings structure to a busy support environment and knows when to coach, delegate or step in. Your primary focus will be keeping the team effective and our clients well supported.

We are looking for someone long term, to grow with the business.

What You’ll Be Doing

Leading the helpdesk

• Own the support queue, scheduling and resource allocation, balancing incoming requests with existing workloads.
• Ensure tickets are triaged, prioritised and progressed in line with client SLAs and business impact.
• Take ownership of escalations, coordinating technical resources and keeping clients informed through to resolution.
• Monitor service performance, including SLA achievement, ticket backlog, customer satisfaction and team KPIs, and turn those insights into practical improvements.

Developing your team

• Provide regular coaching, feedback and performance management.
• Identify skills gaps and coordinate training, development plans and ongoing certifications.
• Help technicians build confidence and resolve increasingly complex issues.
• Foster a supportive team culture with clear expectations, accountability and shared knowledge.

Improving service delivery

• Develop and maintain helpdesk procedures, documentation standards and knowledge articles.
• Identify recurring issues and drive improvements that reduce repeat tickets.
• Maintain sound escalation, handover and change-management practices.
• Coordinate client onboarding and offboarding so transitions are organised and well documented.
• Work with key client stakeholders to understand their priorities and align support with their business needs.

Providing technical and business support

• Assist with complex L2/L3 escalations across Microsoft 365, infrastructure, networking and security when required
• Provide technical input into quotations, solution recommendations and pre-sales presentations.
• Coordinate client site audits and support vCIO reviews and certification alignment activities.

Technology Exposure

You’ll work across technologies including:

• Microsoft 365, Exchange Online and SharePoint Online
• Microsoft Intune, Autopilot and endpoint management
• Microsoft Entra ID, identity and access management
• Windows 11 and Windows Server
• Microsoft Azure and cloud infrastructure
• Firewalls, switching, VPNs, VLANs and business Wi-Fi
• Backup, disaster recovery and business continuity platforms
• Endpoint protection, email security and cybersecurity platforms
• RMM, PSA and documentation systems (I.E Autotask PSA, Halo)
• Virtualisation and server infrastructure (I.E VMWare, Hyper-V)

Experience across every platform is not essential. You should bring strong capability across several of these areas and be comfortable learning new systems.

What We’re Looking For

• At least four years of hands-on IT engineering or support experience within an MSP.
• At least two years of experience managing staff in a helpdesk, service desk or similar technical leadership role.
• Experience managing support queues, competing priorities, escalations and client SLAs.
• Strong technical knowledge across Windows endpoints, servers, networking, cloud services and Microsoft 365.
• The ability to diagnose complex issues and guide others through troubleshooting.
• A practical approach to coaching, delegation and performance management.
• Clear written and verbal communication, including confidence handling difficult conversations with clients and team members.
• Strong documentation and change-management discipline.
• A customer-focused approach, sound judgement and personal accountability.
• Australian working rights.
• A current Australian driver’s licence and reliable transport for client site visits.

What Success Looks Like

• Clients receive timely support, clear updates and confidence that someone owns their issue.
• The support queue stays under control, with clear priorities, balanced workloads and fewer ageing tickets.
• SLA performance and customer satisfaction are consistently monitored and improved.
• Technicians understand expectations, develop their skills and receive the support they need to succeed.
• Escalations are handled calmly, with lessons captured and shared across the team.
• Recurring issues lead to lasting fixes and better documentation.
• Client onboarding, offboarding and service reviews are coordinated and well managed.

Why Join Us?

• Competitive salary package based on experience and capability.
• Ownership of the helpdesk and a direct opportunity to shape how we deliver support.
• A leadership role that keeps you connected to technology.
• A supportive, capable and no-ego team culture.
• Ongoing training and certification support.
• Exposure to diverse client environments and technologies.
• Modern tools and well-managed client environments.
• Opportunities to broaden your leadership responsibilities as the business grows.
• Limited work-from-home flexibility after probation.
• A local office in the Macarthur area with no CBD Commute

Apply

If you enjoy developing people, solving problems properly and delivering support clients can rely on, we’d like to hear from you.

Apply with your CV and a short cover letter outlining your MSP experience, leadership background and what you would bring to our helpdesk.