Service Desk Manager
4 weeks ago
Add expected salary to your profile for insights
Are you a strategic IT Service Desk Leader ready to take ownership of a high-performing national service desk? You will lead and elevate a large IT support function within a major enterprise based in Brisbane CBD. This role is perfect for someone who has led large-scale IT support teams, including team leaders and a national footprint, and who thrives in a fast-paced, transformation-focused environment.
The Role:
You'll be responsible for leading a 30+ person team across Level 1 support, with multiple Team Leaders reporting in. The focus is on driving customer experience, service excellence, and performance across a 24/7 support model, while also embedding improvements in systems, knowledge sharing, and stakeholder engagement.
Key Responsibilities:
- Lead, mentor, and manage a team of IT professionals providing national support.
- Oversee service delivery across Level 1, ensuring quality support and operational efficiency
- Act as an escalation point for issues
- Drive a culture of service excellence, proactive incident management, and continuous improvement
- Champion the use and optimisation of ServiceNow, supporting automation and streamlined workflows
- Collaborate with executives, tech leaders, and business stakeholders to align service outcomes with business priorities
- Provide regular reporting and insights to senior leadership on performance, service trends, and improvement initiatives
- Proven experience in a Service Desk Manager or National IT Operations Lead role, ideally supporting a large or enterprise user base
- Experience leading leaders – you've managed through Team Leaders and scaled performance across support tiers
- Hands-on experience with ServiceNow – ideally from both a user and administration/implementation perspective
- A strategic mindset – you're not just operational, but improvement-focused, with experience driving change across IT support functions
- Strong stakeholder engagement and communication skills, especially at executive level
- Experience managing in a fully onsite role (Monday to Friday) is essential
- Australian Citizenship or unrestricted full working rights are required
Salary match Number of applicants Skills match
Your application will include the following questions:
- Which of the following statements best describes your right to work in Australia? What's your expected annual base salary? Are you currently located in Brisbane? What's the largest IT support team you've led? How many Level 1 staff and how many Team Leaders reported to you? Do you have experience working with ServiceNow?
To help fast track investigation, please include here any other relevant details that prompted you to report this job ad as fraudulent / misleading / discriminatory.
What can I earn as a Service Desk Manager
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