IT Service Desk Manager

19 hours ago

Melbourne, Victoria, Australia Milestone Information Technology Full time

On behalf of our esteemed client, Milestone IT is seeking a dynamic and experienced IT Service Desk Manager to join a thriving organisation based in Melbourne. This is a unique and challenging permanent role for a hands-on leader who is ready to take the next step in their career.

Reporting directly to the Head of IT, you will not only manage the day-to-day operations of the service desk but also act as the Second-in-Command (2IC) for the entire IT function. This position offers a perfect blend of strategic leadership, team management, and deep technical involvement. An immediate start is available for the right candidate.

Key Responsibilities

  • Team Leadership: Lead, mentor, and develop a team of IT support professionals, fostering a culture of excellence, collaboration, and continuous improvement.
  • Service Desk Management: Oversee all service desk operations, manage ticketing systems, ensure SLAs are met, and act as the primary escalation point for all technical issues.
  • Hands-On Technical Support: Provide comprehensive Level 1 to Level 3 technical support across a broad range of technologies, resolving complex issues related to infrastructure, applications, and networks.
  • Strategic 2IC Duties: Act as the deputy for the Head of IT, contributing to IT strategy, budget planning, and technology roadmaps. Lead IT projects and represent the department in key business discussions.
  • Process Improvement: Develop and refine IT support processes, procedures, and documentation to enhance efficiency, security, and service quality.
  • Multi-Site Operations: Travel between various client sites as required to provide on-site support, manage local IT resources, and ensure consistent service delivery across the organisation.
  • Stakeholder Management: Build and maintain strong relationships with internal stakeholders and external vendors, ensuring clear communication and effective technology outcomes.

About You

To be successful in this role, you will possess:

  • Proven experience managing an IT service desk or a technical support team.
  • Demonstrated ability to lead, mentor, and motivate a team.
  • Strong, hands-on technical skills with the ability to troubleshoot and resolve issues from Level 1 through to Level 3.
  • Broad technical knowledge across areas such as Microsoft 365, Windows Server, Active Directory, virtualisation (VMware/Hyper-V), and networking fundamentals (TCP/IP, DNS, DHCP, Firewalls).
  • Experience in a senior or 2IC capacity is highly desirable.
  • Excellent problem-solving skills and the ability to perform well under pressure.
  • Exceptional communication and interpersonal skills, with a strong focus on customer service.
  • A valid driver's license and the flexibility to travel to different company sites.

To apply online, please click on the appropriate link below. Alternatively, for a confidential discussion, please contact Ethan Anderson on

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