About the role
We are looking for a highly motivated individual to join our IT team on a permanent full-time basis as our Melbourne Service Desk Manager. This role will be based in our Melbourne office; however, you will be working as part of our national IT team and collaborating closely with colleagues across Australia.
You will be responsible for leading and mentoring a small team of IT support professionals in Melbourne while maintaining a hands-on role in the delivery of high-quality IT support services. A high level of professional conduct is required, as is a genuine desire to lead, develop people, and continuously improve service delivery.
The key responsibilities include, but are not limited to:
- Leading, mentoring and supporting the Melbourne Service Desk team
- Managing day-to-day service desk operations and ensuring service levels are achieved
- Providing local IT support for our Melbourne office
- Receiving, logging and handling incoming national service calls and tickets
- Taking ownership of raised service tickets and ensuring there is clear, professional communication throughout the process and that resolutions are delivered in a timely manner
- Escalating and coordinating more complex technical issues with senior IT staff and external vendors where required
- Monitoring service desk performance, workloads and trends, and identifying opportunities for continuous improvement
- Assisting with staff development, training and performance management
- Supporting account administration within Active Directory/Entra ID, Microsoft 365 and core business applications
- Managing desktop, laptop and mobile device deployments and lifecycle activities
Contributing to national IT projects, technology rollouts and operational initiatives
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About you
The ideal candidate will have previous experience leading or supervising a service desk or desktop support team and will be passionate about both technology and delivering exceptional customer service. You will possess strong leadership, communication and organisational skills and enjoy working in a collaborative and fast-paced environment.
Technical experience supporting Microsoft desktop products, Microsoft 365 and modern workplace technologies is highly desirable, along with excellent troubleshooting and problem-solving skills. An IT diploma or degree and/or relevant vendor certifications will be favourably regarded.
Experience working within a law firm or professional services environment is preferred, as is an understanding of the high levels of service, professionalism and responsiveness required in those environments. Experience with legal industry platforms such as iManage and Aderant would also be advantageous. Most importantly, you will have a customer-focused mindset, strong leadership capabilities, and a commitment to fostering a positive and high-performing team culture.
About us
We’re passionate about what we do and want you to be too.
We’re one of Australia’s leading law firms, recognised nationally for our legal expertise across insurance, commercial, workplace and government matters. Our teams work with major insurers, corporates, government agencies, SMEs and not for profit organisations across Australia.
With more than 800 people across Brisbane, Cairns, Canberra, Hobart, Melbourne, Newcastle, Perth and Sydney, we combined high quality work with collaborative and supportive culture.
We’re also proud to be recognised by Chambers Asia-Pacific, Legal 500 Asia-Pacific, Best Lawyers and Doyle’s Guide and to have one of the highest percentages of female partners among Australia’s top 50 law firms.
Culture & benefits of working with us
As a national firm with the scale and reputation to attract great clients and high-quality work, every day is different. To support you, we offer a wide range of benefits, including:
- Flexible working arrangements to help you balance your work and personal commitments
- Health and wellness initiatives , including an Employee Assistance Program for you and your family, onsite Mental Health First Aiders, discounts on health insurance, and corporate discounts at 400+ leading fitness and wellbeing brands
- Financial benefits including discounted conveyancing services, financial planning assistance, and our generous employee referral program
- Paid parental leave and accreditation as a Breastfeeding Friendly Workplace
- Continuous learning and development programs to ensure you are always being challenged, engaged, and encouraged to grow and further your career
- Connection and community including office-based social events, sporting events, paid blood donation leave, and a long-standing commitment to pro bono work and community contribution
- Diversity and Inclusion Policy and Employee Reference Groups (LGBTQIA+, Gender, Parents & Caregivers, Mature Workers, and Health & Wellbeing, and Reconciliation Action Plan Working Groups) ensuring that we continue to live our values and encouraging our people to be their authentic selves at work each day
- Dress for your Work Day Policy because we trust our people to make choices which appropriately represent our firm
How to apply
If this opportunity sounds like the right fit for you, please submit your cover letter and CV.
We welcome people of all backgrounds and identities to apply for this position, including First Nations people, neurodiverse people and people with disability. If you have questions about the recruitment process or require any adjustments to participate, please let us know in your application.
We do not require recruitment agency assistance with this vacancy. Any applications submitted by recruitment agencies without having been briefed will not be considered a valid introduction.
