First Focus is hiring a Service Desk Manager

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. 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