Job Summary
At HUB24, we're redefining wealth management and platform technology. As one of Australia's leading fintech organisations, we empower advisers, accountants, businesses and investors through innovative technology and exceptional service. We're looking for an experienced IT Service Desk Manager to lead and evolve our Service Desk function, ensuring a high‐quality employee support experience while driving service excellence, operational maturity and continuous improvement across our technology environment.
Responsibilities
Lead, mentor and develop a high‐performing IT Service Desk team.
Drive exceptional end‐user experiences through efficient delivery of IT support services.
Manage incident, request, problem and escalation processes in line with ITSM best practices.
Monitor and report on service performance, SLAs, customer satisfaction and operational metrics.
Identify trends and root causes to reduce recurring incidents and improve service quality.
Develop and maintain knowledge management practices and support documentation.
Partner with technology teams to coordinate major incident resolution and service restoration activities.
Oversee onboarding, off‐boarding, user access management and end‐user technology support services.
Drive automation, self‐service capabilities and process optimisation initiatives.
Foster a culture of continuous improvement, collaboration and customer focus.
Requirements




Experience leading Service Desk, End User Services or IT Support teams.
Strong understanding of IT Service Management (ITIL) principles and frameworks.
Proven experience managing incident, problem and request management processes.
Exceptional stakeholder management and communication skills.
Experience driving service improvement initiatives and operational maturity.
Solid analytical and reporting capability with a data‐driven approach to decision making.
Experience working within medium‐to‐large enterprise environments.
Passion for customer service, coaching teams and delivering business outcomes.
Nice to have: ITIL certification.
Experience within financial services, fintech or highly regulated environments.
Exposure to ServiceNow, Jira Service Management or similar ITSM platforms.
Experience with Microsoft 365, cloud‐based workplace technologies and identity/access management processes.
Equal Opportunity Employer
HUB24 is an equal opportunity employer. We are committed to creating an inclusive environment where diverse perspectives are valued and every individual is treated with respect. We welcome applications from people of all backgrounds, including Aboriginal and Torres Strait Islander peoples, people with disabilities, people from culturally and linguistically diverse communities, and people of all gender identities and sexual orientations.
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📌 It Service Desk Manager (New South Wales)
🏢 HUB24 Management Services
📍 New South Wales