Service Desk Manager

Service Desk Manager

Sydney, NSW | 12-Month Contract | Potential Extensions

We are seeking a Service Desk Manager to lead a high-performing team of 12 Level 1 and Level 2 support professionals within a dynamic, technology-driven financial services organization. This role offers the opportunity to transform a traditional support function into a modern, AI-enabled digital workplace service that delivers operational excellence, proactive support, and outstanding customer outcomes.

This is an initial 12-month contract with strong potential for extension.

The Opportunity

As the Service Desk Manager, you will lead the delivery of end-user support services across the organization while driving continual improvement, intelligent automation, and AI-first service management practices.

You will be responsible for developing a high-performing team, managing service delivery, improving operational efficiency, and partnering with technology and business stakeholders to create a seamless digital employee experience.

This role is ideal for a forward-thinking leader who combines strong people management skills, IT service management expertise, and a passion for leveraging emerging technologies to improve service outcomes.

Key Responsibilities

Leadership & People Management

• Lead, mentor and develop a team of approximately 12 Service Desk Analysts and Senior Support Engineers.
• Foster a high-performance culture focused on customer experience, accountability, learning and continuous improvement.
• Conduct performance reviews, career development planning and regular coaching sessions.
• Manage workforce planning, rostering, onboarding, leave coverage and succession planning.
• Create an inclusive, collaborative and positive team culture aligned with organisational values.

Service Desk Operations

• Own the day-to-day delivery of Level 1 and Level 2 end-user support services.
• Ensure service levels, operational targets and customer experience measures are consistently achieved.
• Manage incident, request, problem and escalation processes.
• Act as the primary escalation point for critical incidents and major business-impacting issues.
• Work closely with infrastructure, cloud, cyber security, application and vendor teams to resolve issues efficiently.
• Maintain clear communication with users and stakeholders during service disruptions.

AI-First Service Delivery

• Drive the adoption of AI-powered service management capabilities, including virtual agents, copilots, intelligent ticket routing and automated knowledge generation.
• Identify opportunities to automate repetitive support activities and increase first-contact resolution rates.
• Utilise service data, analytics and AI-driven insights to proactively identify and address recurring issues.
• Champion self-service, digital employee experience and zero-touch support initiatives.
• Promote responsible AI adoption through appropriate governance, security and human oversight.
• Develop team capability in automation, modern workplace technologies and AI-assisted support practices.

Service Management & Continuous Improvement

• Maintain and enhance ITIL-aligned incident, request, problem, change and knowledge management processes.
• Deliver operational reporting, service dashboards and actionable insights for technology leadership.
• Lead continual service improvement initiatives driven by customer feedback and performance data.
• Conduct root cause analysis and coordinate remediation activities for recurring issues.
• Ensure support documentation, knowledge articles and operational procedures remain current and effective.

Stakeholder & Vendor Management

• Build strong relationships with business stakeholders and technology teams.
• Act as the voice of the end user across Technology Operations.
• Communicate service performance, risks and improvement initiatives to both technical and non-technical audiences.
• Manage vendor relationships and monitor service delivery performance.
• Ensure support practices align with financial services regulatory, security and compliance requirements.

Technology Environment

You'll work across a modern enterprise technology landscape including:

• Windows 11
• Microsoft 365, Teams and Exchange Online
• Microsoft Intune
• Microsoft Entra ID and Active Directory
• Endpoint security and vulnerability management solutions
• ServiceNow, Jira Service Management, Freshservice or similar ITSM platforms
• Power Automate, workflow automation, virtual agents and copilots

About You

To be successful in this role, you will bring:

• 5+ years' experience managing a Service Desk, End User Computing or Digital Workplace function.
• Proven success leading Level 1 and Level 2 support teams within complex enterprise environments.
• Strong expertise across Microsoft technologies including Microsoft 365, Windows, Intune and Entra ID.
• Experience working within regulated industries such as banking, financial services, insurance or wealth management.
• Strong understanding of ITIL principles and enterprise service management practices.
• Demonstrated experience managing SLAs, KPIs, major incidents and service performance.
• Excellent leadership, stakeholder management and communication skills.
• Strong analytical, problem-solving and decision-making capabilities.
• Experience producing operational reporting and executive-level dashboards.

Highly Regarded

• Experience implementing AI-enabled support models, virtual agents or intelligent automation solutions.
• ITIL Foundation, Practitioner or Managing Professional certification.
• Microsoft Modern Workplace, Endpoint Management or Cloud certifications.
• Exposure to Power Platform, scripting, chatbots, copilots and automation technologies.
• Experience enhancing Digital Employee Experience (DEX) programs and employee sentiment measurement.
• Hybrid cloud and modern workplace environment experience