As a Service Desk Manager, you will lead and manage the IT Service Desk, ensuring service excellence and compliance with service level agreements (SLAs). You will provide leadership and performance management to the Service Desk and associated teams, while owning various IT management processes.

Key responsibilities
Lead and manage the IT Service Desk, ensuring service excellence and SLA compliance
Provide leadership, coaching, and performance management to Service Desk, End User Support, Systems Administration, and Network Administration staff
Own Incident, Problem, Change, and Request Management processes
Lead Financial Health Check (FHC) activities, including planning, evidence collection, remediation tracking, and executive reporting
Manage IT Security Self Check activities, ensuring security controls are assessed, documented, and remediated in accordance with corporate requirements
Coordinate internal and external IT audits and operational compliance activities
Oversee IT asset lifecycle governance, procurement approvals, and inventory accuracy
Drive continual service improvement through KPI reporting, trend analysis, and automation.

Skills & experience
Proven experience in leading IT service desk operations and managing teams effectively




Strong capability in incident and problem management processes
Demonstrated ability to manage IT security compliance and audit activities.

What’s in it for you
Prospect to lead a dedicated team and influence IT service delivery
Work in a dynamic setting focused on continual improvement
Competitive compensation package commensurate with experience.

Apply now with your current CV.

For further information please contact Robbie Kamaledine, Talent Acquisition Lead, on [Provide:PRIMARY RECRUITER PHONE]. Operating for over 20 years in Australia, Recent Zealand and the United Kingdom, people2people, Edge Recruitment, and Frog Recruitment are an award-winning recruitment group and HR solutions provider. As an inclusive workforce, we welcome everyone and encourage our employees, clients, and candidates to showcase their authentic selves. Should you require reasonable adjustments throughout the recruitment process, we encourage you to make a request by phoning the above-mentioned recruitment consultant to discuss. In response to these requests, we will collaborate closely with you to implement the appropriate adjustments.

📌 Service Desk Manager Sydney
🏢 People2People
📍 Sydney