In-Demand Service desk manager Jobs in Melbourne, Vic

Service Desk Manager
First Focus —Melbourne VIC
- $110,000 - $145,000 a year
- Full-time
- Hybrid work
- Azure
- Management
- Communication skills
- Paid training
Quick Apply
Service Desk Team Leader
Office of Public Prosecutions —Melbourne VIC
- $116,413 - $140,849 a year
- Full-time
- Microsoft Office
- Administrative experience
- AI
8d
Infrastructure Manager
Funlab —Abbotsford VIC
- $120,000 - $140,000 a year
- Full-time
- Employee assistance program
18h
IT Service Desk Team Leader
Victorian Electoral Commission —Melbourne City Centre VIC
- $100,894 - $114,476 a year
- Full-time
- Communication skills
7d
Event Staff
Ausfamous —Melbourne VIC
- $24.95 - $31.67 an hour
- Part-time
- In-person
- Communication skills
Quick Apply
Service Desk Analyst
Cabrini Health —Malvern VIC
- $76,515 - $80,000 a year
- Full-time
- Management
- Software troubleshooting
- Customer service
3d
Senior Service Desk Technician
Hall & Wilcox Lawyers —Melbourne VIC
- Full-time
- Customer service
- Communication skills
- Parental leave
- Free food
9d
Partner Account Manager
Lenovo —Melbourne VIC
- Full-time
- Sales
9d
Project Manager
IHI —Melbourne VIC
- $120,000 - $129,851 a year
- Full-time
- Remote
- No degree
- Typing
- Leadership
9d
Release Manager
Leidos —Melbourne VIC
- Full-time
- Management
- Analysis skills
- Communication skills
- Annual leave
Professional Service Manager
Connecteam —Melbourne VIC
- Day shift
- Hybrid work
- English
- Communication skills
Quick Apply
Technology Officer - Systems Support
Department of Education —Melbourne VIC
- $81,496 - $98,955 a year
- Full-time
- SharePoint
- Communication skills
8d
Front Office Duty Manager
Marriott International, Inc —Melbourne VIC
- Full-time
- Supervising experience
- Hotel experience
- Referral program
8d
ICT Service Desk Officer
Eastern Health —Box Hill VIC
- Full-time
- Microsoft Excel
- Customer service
- Communication skills
- Health insurance
- Annual leave
IT Manager - Education
Centorrino Technologies —Essendon VIC
- $100,000 - $150,000 a year
- Full-time
- Management
- Leadership
- Communication skills
Quick Apply
Membership Manager
Goodlife Health Clubs —Melbourne Northern Suburbs VIC
- From $80,000 a year
- Full-time
- Sales
- Customer service
- First Aid Certification
- Gym membership
13d
IT Manager
Government schools —Melbourne VIC
- Part-time
- Management
- Microsoft Office
- Senior Secondary Certificate of Education
7d
Attendance Officer
Government schools —Melbourne VIC
- Full-time
- Google Suite
- Microsoft Office
- Front desk
11d
Fleet Manager – Motorcycle Rentals & Workshop Operations
SCOOTER-Y PTY LTD —West Melbourne VIC
- $80,000 - $90,000 a year
- Full-time
- Sales
- Customer service
- In-person
Quick Apply
11d
Customer Experience Manager - Mid Market
Axsys —Melbourne VIC
- Analysis skills
- AI
- Leadership
- Parental leave
3d

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Service Desk Manager

First Focus
Melbourne VIC

Quick Apply

Job Details

Full-time
$110,000 - $145,000 a year

Benefits

Paid training
Company car

Qualifications

Azure
Management
ITIL
IT support
VMWare
Communication skills

Full Job Description

Let’s be honest. Running a Service Desk can sometimes feel like air traffic control, except the planes are tickets, the runway is a queue, and someone’s printer is always on fire.

That is exactly why we are looking for another Service Desk Manager who thrives on organising chaos, enjoys leading smart technical people, and knows how to turn a busy support environment into something that runs smoothly, calmly, and with the occasional well timed dad joke.

At First Focus, our Service Desk Managers lead pods of up to 15 support professionals and support technicians, keeping our clients happy, our team supported, and our service standards high. We are especially looking for someone who genuinely understands what the customer on the other end of the ticket actually needs, not just what the ticket technically says.

If you like building strong teams, solving problems before they become problems, and helping talented people grow into even better ones, you might be our person.

About First Focus
First Focus is Australia’s best mid market Managed Service Provider. That is not just us bragging, we have been voted #1 MSP in Australia for 9 years running on CloudTango.

Because of this, we are growing fast and are adding new pods to support new customers (another reason we need another Service Desk Manager) and so now have almost 400 staff across Australia, New Zealand and the Philippines. We support mid sized organisations with enterprise level capability, but without the bureaucracy, politics, or soul crushing ticket escalations to five layers of management.

Most importantly, we work hard to be a place where good people actually enjoy working.

Our culture is built around being informed, aligned, supported, and rewarded for great work. Our team lives by values like Be the Solution, Win Together, and Never Stop Growing, which you can read more about here:
https://www.firstfocus.com.au/about-us/. In practical terms, that means hiring smart people, trusting them to do their jobs, and giving them the support and training to keep improving.

Why this role matters
A great Service Desk Manager does more than just watch dashboards and ask why tickets are still open.

You build a team that clients trust, support technicians enjoy being part of, and the rest of the business can rely on when things get busy.

That means:

creating an environment where support professionals can do their best work

helping technicians think about problems from the customer’s perspective, not just the technical one
coaching people who want to grow
supporting those who need guidance
and occasionally making thoughtful, fair decisions about team fit when something simply is not working for the group

We are not looking for someone who swings the axe. We are looking for someone who builds strong teams, backs their people, and has the confidence to make calm, sensible decisions that help everyone succeed. In other words, someone who leads like an adult, treats people like adults, and always keeps the customer experience front of mind.

Requirements

What you will be doing

Leading and mentoring a pod of support professionals and support technicians

Ensuring the Service Desk consistently delivers great customer outcomes, not just fast ticket closures
Keeping the Service Desk running smoothly across multiple client environments
Monitoring ticket flow, service performance, and SLA delivery
Helping technicians develop their troubleshooting, communication, and client skills
Supporting incident, change, and escalation processes
Working closely with engineering teams and the Head of Support
Improving processes, removing friction, and generally making life easier for the team and the clients they support
Building a team culture where people feel supported, trusted, and occasionally well fed during busy days

What we are looking for

Experience leading a customer facing IT support team in a Managed Services environment
A strong instinct for understanding what clients actually need, even when the ticket only tells half the story
Familiarity with infrastructure technologies such as:

- Windows Server
- Microsoft 365
- Azure
- virtualisation platforms such as VMware or Hyper V
- networking fundamentals
Strong experience with ITIL style service management and ticketing systems
Excellent written and verbal communication skills
Calm decision making under pressure
The confidence to guide and shape a team of support professionals and support technicians so everyone can perform at their best
Values that align with ours, especially Be the Solution, Win Together, and Never Stop Growing

Benefits

First Focus’ values are based around keeping everyone informed, aligned, supported, and rewarding performance. Some examples of this include:

Competitive salary package including up to $145,000 + other benefits.
All employees have free access to Uprise, including 1:1 coaching sessions from qualified psychologists or counsellors.
First Focus understands the importance of flexibility for a satisfying work life balance, which is why we offer flexible working arrangements.
“Never Stop Growing” is deeply embedded in our DNA. We offer 10 paid training days per year, pay for certifications, and provide pay rises when you achieve them (conditions apply).
Staff are encouraged to take advantage of weekly internal training sessions and our learning library.
Opportunities for personal and professional development through our FastTrack mentoring program.
We have our very own MAD (Making a Difference) Council, focusing on equality, charity, and the environment.
Tesla company car option as part of your employment package (conditions apply).
Regular social events and a genuinely great team culture.

First Focus welcomes applications from Neurodiverse candidates. We recommend & appreciate disclosure along with the application so that a copy of our Neurodiversity Statement can be provided outlining the flexible options we can offer to best showcase your skills.

If you enjoy building great teams, understanding what customers actually need (sometimes before they even finish explaining the problem), and leading support professionals who care about doing things properly, this could be a great next step. If you like structure, autonomy, and working with a company that backs its people, even better. And if you secretly enjoy turning a chaotic ticket queue into something calm, efficient, and genuinely helpful for the customer, you will probably fit in here just fine.

Quick Apply

Refine Your Search

service desk manager jobs in melbourne, vic

Service Desk Manager

Service Desk Team Leader

Infrastructure Manager

IT Service Desk Team Leader

Event Staff

Service Desk Analyst

Senior Service Desk Technician

Partner Account Manager

Project Manager

Release Manager

Professional Service Manager

Technology Officer - Systems Support

Front Office Duty Manager

ICT Service Desk Officer

IT Manager - Education

Membership Manager

IT Manager

Attendance Officer

Fleet Manager – Motorcycle Rentals & Workshop Operations

Customer Experience Manager - Mid Market

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