Overview
First Focus is Australia's best mid‐market Managed Service Provider. Voted #1 MSP in Australia for nine years running on CloudTango, we support mid‐size organisations with enterprise‐level capability while avoiding excess bureaucracy, politics, and five‐layer ticket escalations.
Why this role matters
As a Service Desk Manager you'll build a trusted team that delivers great customer outcomes, supports technicians, and keeps the business confident in your pod when demand spikes.
* Create an environment where support professionals excel
* Help technicians think from the customer's perspective, not just the technical one
* Coach people who want to grow
* Support those who need guidance
* Make thoughtful, fair decisions about team fit when necessary
Responsibilities
* Lead and mentor a pod of support professionals and technicians
* Ensure consistent delivery of great customer outcomes, not only quick ticket closures
* Keep the Service Desk running smoothly across multiple client environments
* Monitor ticket flow, service performance, and SLA delivery
* Help technicians develop troubleshooting, communication, and client skills
* Support incident, change, and escalation processes
* Work closely with engineering teams and the Head of Support
* Improve processes, remove friction, and make life easier for the team and the clients they support
* Build a team culture where people feel supported, trusted, and occasionally well‐fed during busy days
Qualifications
* Experience leading a customer‐facing IT support team in a Managed Services environment
* 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 Hyper‐V
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 technicians so everyone can perform at their best
* Values that align with ours, particularly Be the Solution, Win Together, and Never Stop Growing
Benefits
* Competitive salary package, up to $145,000 + other benefits
* Free access to Uprise, including 1:1 coaching from qualified psychologists or counsellors
* Flexible working arrangements for work‐life balance
* 10 paid training days per year, pay for certifications, and pay rises when achieved (conditions apply)
* Weekly internal training sessions and access to a learning library
* Personal and professional development through the FastTrack mentoring program
* Participation in the MAD (Making a Difference) Council, focusing on equality, charity, and the environment
* Tesla company car option as part of the employment package (conditions apply)
* Regular social events and a genuinely great team culture
EEO Statement
First Focus welcomes applications from Neurodiverse candidates.
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