Technical Operations Manager

2 weeks ago

Melbourne, Victoria, Australia beBeeTechnical Full time $90,000 - $110,000
Job Description

We are seeking an experienced Service Desk Manager to lead our IT Service Desk team. This role will be responsible for ensuring the operational success of the service desk, delivering high-quality technical support, and maintaining a culture of excellence.

The successful candidate will have a proven track record of leading and managing teams, with a strong focus on service delivery, continuous improvement, and hands-on leadership.

Duties and Responsibilities:
  • Lead and manage the Service Desk team to achieve operational excellence
  • 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 technical and customer issues, personally owning critical or escalated tickets
  • Assist with team coverage during high-volume periods to maintain SLA compliance

This is an exciting opportunity for an experienced professional to join our team and contribute to our success.

Requirements and Qualifications

To be successful in this role, you will need to have:

  • 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
  • Sound understanding of SLA management and service reporting

You should also possess excellent communication, interpersonal, and conflict resolution skills, as well as the ability to manage competing priorities and maintain calm under pressure.

Benefits

We offer a range of benefits to support your career development and work-life balance, including:

  • Hybrid working arrangements with regular team anchor days
  • Extensive training and development opportunities to support your growth
  • Discounts and benefits to maximize your take-home pay
  • A choice of IT equipment to support your success
  • Fun team events to celebrate achievements and connect with colleagues outside work
About the Role

This is a mid-senior level role within our IT Services team, offering a challenging and rewarding opportunity to develop your skills and expertise. If you are a motivated and experienced professional looking to take the next step in your career, we encourage you to apply.

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