About Us: Join our dynamic team at AUIT, where innovation meets excellence.
AUIT is a full-service I.T. Managed Services Provider that provides end to end I.T. solutions and support to a wide range of clients within the Canberra and ACT region.
The services provided by the AUIT include IT Service Management, IT Support, IT Security, Project Management, Asset Management, Disaster Recovery, Backup Management, Business Continuity, Cloud Services, Hardware Sales, and Web Hosting.
What does AUIT offer?
Career development in a leading Managed Services Provider (MSP) workplace.
Permanent full time employment with a competitive salary package.
Excellent customer engagement role.
Energetic and positive workplace culture where people enjoy what they do, have a laugh, and work closely together.
Training and Upskilling.
Job Description: Are you a passionate leader with a passion for driving service excellence in IT support?
We're on the lookout for an experienced IT Service Desk Team Manager to take the reins of our dynamic service desk operations.
This is a fantastic opportunity to lead a high-performing team, optimise support processes, and deliver top-tier service to our customers.
Key Responsibilities:
Team Leadership, People Management
Service Desk Administration: Manage the operations of the service desk and ensure amazing customer service.
Performance Management: Ensure optimal performance of the service desk staff and take action to address any shortfalls in performance.
Lead and inspire a team of service desk analysts, ensuring effective IT support.




Monitor performance against KPIs/SLAs and implement continuous improvements.
Coach, mentor, and support the professional development of your team.
Foster a positive, collaborative team culture and conduct regular performance reviews and one-on-ones.
Ensure the secure onboarding and offboarding of service desk staff.
Service Desk Operations
Manage daily service desk activities and ensure prompt resolution of technical issues.
Act as the key escalation point for complex incidents and service requests.
Oversee the ticketing system, ensuring efficient prioritization and resolution within SLAs.
Support IT projects by liaising with stakeholders and coordinating service desk resources.
Process Improvement & Reporting
Refine and enforce support processes, policies, and best practices.
Deliver regular performance reports to the CEO and identify trends to drive improvement.
Explore opportunities for automation and workflow enhancements.
Collaborate with broader IT teams to ensure seamless end-to-end support.
Enhancing the User Experience
Champion a user-first approach with a focus on excellent service delivery.
Address user feedback and implement solutions to enhance satisfaction.
Provide training and documentation to empower users and reduce common support queries.
Requirements
Proven experience in an IT Service Desk or IT support leadership role.
Strong understanding of Service Management best practices.
Excellent communication, people management, and problem-solving skills.
A proactive mindset with a passion for continuous improvement and team development.
Be an Australian Citizen

📌 It Service Desk Team Manager (Canberra)
🏢 Corp iT
📍 Canberra