Overview
We’re looking for a Service Desk Delivery Manager to join the dynamic Perth-based team at Bekkers. This is your opportunity to step into a leadership role, coordinating a team of 5+ Desktop Engineers. This hybrid role offers 3 days in the office and 2 from home.
You should have at least 3 years' experience working on a service desk within an MSP managing incidents and service requests through the ticketing system relating to desktop support, infrastructure and security.
The ideal candidate will combine strong leadership skills with deep technical knowledge and a passion for customer service.
Key Responsibilities
- Lead, mentor and coordinate the Desktop Support team (5+ Engineers)
- Ensure team performance aligns with KPIs and service expectations
- Provide escalation support across infrastructure, security & systems
- Drive continuous improvement in service delivery and processes
- Work closely with management to report on performance metrics
- Maintain hands-on involvement in complex incident resolution
Technical Scope (Hands-On Support Includes)
- Server troubleshooting (on-prem & cloud)
- O365, Exchange, Azure & Active Directory management
- Laptop/Desktop and end-user troubleshooting
- Firewall, router & remote access troubleshooting
- OneDrive, SharePoint and networking issue resolution
- Backup, security incident response and EUC setup
- Ticketing system: ConnectWise Manage; N-Able experience valued
What you bring
- 3+ years’ experience in Level 2/3 IT Support within an MSP environment
- Strong troubleshooting skills and technical depth
- Excellent communication and stakeholder management skills
- Experience mentoring or coordinating teams (ideal but not essential)
- Familiarity with service delivery, KPIs and continuous improvement
- Calm under pressure, with high attention to detail and follow-through
Preferred Skills & Certifications
- Microsoft Certified (Windows 10, Server)
- Experience with ConnectWise Manage and N-Able
- Proficient in virtualisation, backups and Windows Server
- Knowledge of Wi-Fi systems, network infrastructure, and cloud tech
- Tertiary qualification in IT or related field
Why Join Bekkers?
Bekkers is a trusted, full-service IT provider supporting clients across Australia and New Zealand. We\'re large enough to deliver enterprise-grade support but nimble enough to provide personal, cost-effective solutions. We’re also a WA Government endorsed supplier—and proud of our commitment to gold-standard customer service.
better IT solutions. best service. that’s bekkers!
What’s on Offer
- Permanent Full-Time role supporting a successful Perth-based MSP with hybrid work arrangements – Work Life Balance
- Your professional development will be encouraged and supported with further education/training opportunities provided – We are happy to assist you in gaining industry certifications
- A commencing salary of $80–$100K plus superannuation will be offered dependant on qualifications and experience
- Hybrid working arrangements with 3 days in the office and 2 days working from home
Applications
If you are ready to build your career with a business that prides itself on providing exceptional customer service and building a strong team, then send your application in now!!
Applicants are asked to provide a current resume along with details/evidence to support the above requirements of the role.
Please note that only applicants meeting the criteria outlined above will be contacted as part of the short-listing process.
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