Let's be honest.
Running a Service Desk can sometimes feel like air traffic control, except the planes are tickets, the runway is a queue, and someone's printer is always on fire.That is exactly why we are looking for another Service Desk Manager who thrives on organising chaos, enjoys leading smart technical people, and knows how to turn a busy support environment into something that runs smoothly, calmly, and with the occasional well timed dad joke.At First Focus, our Service Desk Managers lead pods of up to 15 support professionals and support technicians, keeping our clients happy, our team supported, and our service standards high.
We are especially looking for someone who genuinely understands what the customer on the other end of the ticket actually needs, not just what the ticket technically says.If you like building strong teams, solving problems before they become problems, and helping talented people grow into even better ones, you might be our person.About First FocusFirst Focus is Australia's best mid market Managed Service Provider.
That is not just us bragging, we have been voted #1 MSP in Australia for 9 years running on CloudTango.Because of this, we are growing fast and are adding new pods to support new customers (another reason we need another Service Desk Manager) and so now have almost 400 staff across Australia, New Zealand and the Philippines.
We support mid sized organisations with enterprise level capability, but without the bureaucracy, politics, or soul crushing ticket escalations to five layers of management.Most importantly, we work hard to be a place where good people actually enjoy working.Our culture is built around being informed, aligned, supported, and rewarded for great work.
Our team lives by values like Be the Solution, Win Together, and Never Stop Growing, which you can read more about here:about-us/.
In practical terms, that means hiring smart people, trusting them to do their jobs, and giving them the support and training to keep improving.Why this role mattersA great Service Desk Manager does more than just watch dashboards and ask why tickets are still open.You build a team that clients trust, support technicians enjoy being part of,



and the rest of the business can rely on when things get busy.That means:creating an environment where support professionals can do their best workhelping technicians think about problems from the customer's perspective, not just the technical onecoaching people who want to growsupporting those who need guidanceand occasionally making thoughtful, fair decisions about team fit when something simply is not working for the groupWe are not looking for someone who swings the axe.
We are looking for someone who builds strong teams, backs their people, and has the confidence to make calm, sensible decisions that help everyone succeed.
In other words, someone who leads like an adult, treats people like adults, and always keeps the customer experience front of mind.RequirementsWhat you will be doingLeading and mentoring a pod of support professionals and support techniciansEnsuring the Service Desk consistently delivers great customer outcomes, not just rapid ticket closuresKeeping the Service Desk running smoothly across multiple client environmentsMonitoring ticket flow, service performance, and SLA deliveryHelping technicians develop their troubleshooting, communication, and client skillsSupporting incident, change, and escalation processesWorking closely with engineering teams and the Head of SupportImproving processes, removing friction, and generally making life easier for the team and the clients they supportBuilding a team culture where people feel supported, trusted, and occasionally well fed during busy daysWhat we are looking forExperience leading a customer facing IT support team in a Managed Services environmentA strong instinct for understanding what clients actually need,



even when the ticket only tells half the storyFamiliarity with infrastructure technologies such as:Windows ServerMicrosoft 365virtualisation platforms such as VMware or Hyper VStrong experience with ITIL style service management and ticketing systemsExcellent written and verbal communication skillsThe confidence to guide and shape a team of support professionals and support technicians so everyone can perform at their bestValues that align with ours, especially Be the Solution, Win Together, and Never Stop GrowingFirst Focus' values are based around keeping everyone informed, aligned, supported, and rewarding performance.
Some examples of this include:Competitive salary package including up to $145,000 + other benefits.All employees have free access to Uprise, including 1:1 coaching sessions from qualified psychologists or counsellors.First Focus understands the importance of flexibility for a satisfying work life balance, which is why we offer flexible working arrangements.
"Never Stop Growing" is deeply embedded in our DNA.
We offer 10 paid training days per year, pay for certifications, and provide pay rises when you achieve them (conditions apply).
Staff are encouraged to take advantage of weekly internal training sessions and our learning library.Opportunities for personal and professional development through our FastTrack mentoring program.We have our very own MAD (Making a Difference) Council, focusing on equality, charity, and the workplace.Tesla company car option as part of your employment package (conditions apply).
Regular social events and a genuinely great team culture.First Focus welcomes applications from Neurodiverse candidates.
We recommend & appreciate disclosure along with the application so that a copy of our Neurodiversity Statement can be provided outlining the flexible options we can offer to best showcase your skills.If you enjoy building great teams, understanding what customers actually need (sometimes before they even finish explaining the problem), and leading support professionals who care about doing things properly, this could be a great next step.
If you like structure, autonomy, and working with a company that backs its people, even better.
And if you secretly enjoy turning a chaotic ticket queue into something calm, efficient, and genuinely helpful for the customer, you will probably fit in here just fine.
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📌 Service Desk Manager (Melbourne)
🏢 First Focus It
📍 Melbourne