Service Desk Manager

About the role

Our Help Desk is the heart of our service delivery, and we are looking for an experienced people manager to take ownership of it. You'll lead a team of technical people, creating clarity, accountability and a culture where people can do their best work. You'll be responsible for the performance of the assigned Help Desk: the people, the client experience, the workflow and the standards. This is a people management role with a technical backbone. We want someone who can have a meaningful conversation with an engineer about a technical escalation, but who understands that their real job is to lead the people solving it.

Key responsibilities

• Lead a team of technical people and create clarity, accountability and a culture where people can do their best work
• Coach and develop your team, managing performance and holding people accountable
• Keep an eye on service metrics and manage KPIs, service levels, ticket queues and competing priorities
• Jump on issues before they become problems and ensure clients receive the level of service promised
• Work closely with broader technical and leadership teams to continually improve how we operate
• Ensure the Help Desk delivers consistently excellent service to clients
• Handle client escalations with precision clarity and calm
• Maintain a strong framework of technical standards and processes

About you

• Demonstrated experience leading and managing people
• Strong IT background and understanding of technical service delivery
• MSP experience
• Ability to coach, develop and hold people accountable
• Comfortable managing KPIs, service levels, ticket queues and competing priorities
• Exceptional communication skills with both technical people and clients
• Ability to stay calm when things get busy and bring structure when things get messy
• High standards and willingness to hold them, including for yourself
• Australian working rights and ability to successfully complete police and right-to-work checks

About us

We are The Virtual IT Department, a Managed Service Provider based in Melbourne and Brisbane and supporting organisations across Australia. We've just celebrated our 25th birthday, we're growing, and we're pretty clear on the kind of company we want to be. We believe technology should make organisations better, and we choose to work with clients doing meaningful things. That means relationships matter to us. People matter. And the experience our clients have when they call our Help Desk really matters.