HUB24 leads the wealth industry as the best provider of integrated platform, technology and data solutions. At HUB24, we know the smartest investments start with our people.We are innovative and ambitious, and we move fast.
At HUB24, we empower our employees to bring their ideas and creativity to work. Rather than getting bogged down in bureaucracy and red tape, we build a culture that supports our team members to have a real impact on our business and the success of our customers.
HUB24 Limited is a company listed on the Australian Securities Exchange (ASX: HUB)
THE HUB24 STORY
We think creatively and we're not constrained by traditional thinking or barriers to success. We're led by experts, realists with ideas, grounded in commercial reality who are bold enough to visualise the future a little differently and to advocate for what matters to our clients. We are here to lead change and are committed to empowering better financial futures for more Australians.
Benefits and Life at HUB24
Learn more about our employee advantages HERE.
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.
As the IT Service Desk Manager, you will lead a team responsible for delivering responsive, customer-focused technology support across the organisation. You will oversee incident, request and problem management processes, champion service improvements, and work closely with infrastructure,



cloud, security and application teams to ensure seamless IT service delivery.
This is an excellent opportunity for a people leader who enjoys balancing operational excellence with strategic service improvement initiatives.
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, offboarding, 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.
Strong 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.
*As part of our process, a police check will be conducted on all successful candidates*. Further details on our HUB24 Group Recruitment Privacy Collection notice _can be found here.
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WORK180,
we are proud to be recognised as an employer of choice for women.
We have been nominated and placed on the
BOSS Best Places to work list.
Seek Star Awards **** - Nominated as a finalist for the
Best Employer Brand Initiative
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. If you require adjustments to the recruitment process or have accessibility requirements, please let us know – we're here to support you
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📌 It Service Desk Manager (New South Wales)
🏢 HUB24
📍 New South Wales