Help Desk Manager

2 days ago

Melbourne, Victoria, Australia beBeeService Full time $95,000 - $130,000

At a cutting-edge organization, innovation and customer satisfaction are key.
We're seeking an expert leader to spearhead our Service Desk team's efforts in delivering top-notch technical support to clients. As a pivotal figure within the Small and Medium Business Team in Melbourne, you will be responsible for driving operational success and ensuring consistent delivery of high-quality service.

Key Responsibilities
  • Foster a culture of excellence, best practice, and continuous growth by leading and managing the Service Desk team.
  • Monitor service desk queues and inbound calls to ensure SLAs are met, tickets are triaged and resolved promptly, and overdue or idle tickets are addressed quickly.
  • Act as the escalation point for both technical and customer issues, taking personal ownership of critical or escalated tickets.
  • Assist with team coverage during high-volume or busy periods to maintain SLA compliance.
  • Provide coaching, feedback, and professional development support to team members, particularly junior staff.
  • Identify training needs and drive skill growth across core technologies to strengthen team capability.
  • Analyse ticket trends and service metrics to identify recurring issues, implement improvements, and align with ITIL best practices.
  • Maintain accurate, up-to-date, and effective service desk documentation, processes, and runbooks.
  • Collaborate with other departments to resolve cross-functional issues and deliver better client outcomes.
Requirements
  • A minimum of 5 years' experience in a Service Desk or IT Support role.
  • Proven ability to lead, coach, and inspire a team, particularly junior or early-career staff.
  • Strong hands-on technical troubleshooting skills across Windows, Microsoft 365, Intune, endpoint support, printers, and common networking issues.
  • Familiarity with ITSM tools such as ConnectWise, ServiceNow, or similar platforms.
  • Solid understanding of SLA management and service reporting.
  • Excellent communication, interpersonal, and conflict resolution skills.
  • Ability to manage competing priorities and maintain calm under pressure.
  • Excellent communication and presentation skills, with the ability to convey complex information to IT and non-IT stakeholders.
  • Detail-oriented with a high level of accuracy and a commitment to meeting tight deadlines.
  • Ability to manage ambiguity and adapt to a rapidly changing business environment.
Benefits
  • A dynamic work environment that fosters growth and development.
  • The opportunity to make a real impact on client satisfaction and business success.
  • A collaborative team atmosphere that values open communication and mutual respect.
Others
  • This role is ideal for motivated individuals who thrive in fast-paced environments and bring a hands-on approach to leadership, service delivery, and continuous improvement.
  • We offer a competitive compensation package and a range of employee benefits.

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