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.
About First Focus
First Focus is Australia's best mid‐market Managed Service Provider. We have been voted #1 MSP in Australia for nine years running on CloudTango. Because of this, we are growing fast and are adding new pods to support recent customers. We now have almost 400 staff across Australia, NewZealand 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.
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.
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.
* 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
* occasionally making thoughtful, fair decisions about team fit when something simply is not working for the group
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:
o Windows Server
o Microsoft 365
o Azure
o Virtualisation platforms such as VMware or HyperV
o 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
* 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
* Flexible working arrangements to support a satisfying work‐life balance
* Ten paid training days per year, pay for certifications, and pay rises when you achieve them (conditions apply)
* Opportunities for personal and professional development through our FastTrack mentoring program
* Our 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.
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