Job Description

Sydney, NSW | 12-Month Contract | Potential Extensions

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We are seeking a Service Desk Manager to lead a high-performing team of 12 Level 1 and Level 2 support professionals within a dynamic, technology-driven financial services organization. This role offers the opportunity to transform a traditional support function into a modern, AI-enabled digital workplace service that delivers operational excellence, proactive support, and outstanding customer outcomes.

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This is an initial 12-month contract with strong potential for extension.

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The Chance

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As the Service Desk Manager, you will lead the delivery of end-user support services across the organization while driving continual improvement, intelligent automation, and AI-first service management practices.

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You will be responsible for developing a high-performing team, managing service delivery, improving operational efficiency, and partnering with technology and business stakeholders to create a seamless digital employee experience.

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This role is ideal for a forward-thinking leader who combines strong people management skills, IT service management expertise, and a passion for leveraging emerging technologies to improve service outcomes.

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Key Responsibilities

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Leadership & People Management

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- Lead, mentor and develop a team of approximately 12 Service Desk Analysts and Senior Support Engineers.
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- Foster a high-performance culture focused on customer experience, accountability, learning and continuous improvement.
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- Conduct performance reviews, career development planning and regular coaching sessions.
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- Manage workforce planning, rostering, onboarding, leave coverage and succession planning.
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- Create an inclusive, cooperative and positive team culture aligned with organisational values.
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Service Desk Operations

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- Own the day-to-day delivery of Level 1 and Level 2 end-user support services.
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- Ensure service levels, operational targets and customer experience measures are consistently achieved.
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- Manage incident, request, problem and escalation processes.
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- Act as the primary escalation point for critical incidents and major business-impacting issues.
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- Work closely with infrastructure, cloud, cyber security, application and vendor teams to resolve issues efficiently.
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- Maintain clear communication with users and stakeholders during service disruptions.
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AI-First Service Delivery

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- Drive the adoption of AI-powered service management capabilities, including virtual agents, copilots, intelligent ticket routing and automated knowledge generation.
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- Identify opportunities to automate repetitive support activities and increase first-contact resolution rates.
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- Utilise service data, analytics and AI-driven insights to proactively identify and address recurring issues.
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- Champion self-service, digital employee experience and zero-touch support initiatives.
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- Promote responsible AI adoption through appropriate governance, security and human oversight.
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- Develop team capability in automation, modern workplace technologies and AI-assisted support practices.
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- Maintain and enhance ITIL-aligned incident, request, problem, change and knowledge management processes.
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- Deliver operational reporting, service dashboards and actionable insights for technology leadership.
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- Lead continual service improvement initiatives driven by customer feedback and performance data.
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- Conduct root cause analysis and coordinate remediation activities for recurring issues.
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- Ensure support documentation, knowledge articles and operational procedures remain current and effective.
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- Build strong relationships with business stakeholders and technology teams.
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- Act as the voice of the end user across Technology Operations.
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- Communicate service performance, risks and improvement initiatives to both technical and non-technical audiences.
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- Manage vendor relationships and monitor service delivery performance.
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- Ensure support practices align with financial services regulatory, security and compliance requirements.
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Technology Environment

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You'll work across a up-to-date enterprise technology landscape including:

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- Windows 11
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- Microsoft 365, Teams and Exchange Online
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- Microsoft Entra ID and Active Directory
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- Endpoint security and vulnerability management solutions
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- ServiceNow, Jira Service Management, Freshservice or similar ITSM platforms
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- Power Automate, workflow automation, virtual agents and copilots
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About You

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To be successful in this role, you will bring:

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- 5+ years' experience managing a Service Desk, End User Computing or Digital Workplace function.
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- Proven success leading Level 1 and Level 2 support teams within complex enterprise environments.
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- Strong expertise across Microsoft technologies including Microsoft 365, Windows, Intune and Entra ID.
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- Experience working within regulated industries such as banking, financial services, insurance or wealth management.
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- Strong understanding of ITIL principles and enterprise service management practices.
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- Demonstrated experience managing SLAs, KPIs, major incidents and service performance.
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- Excellent leadership, stakeholder management and communication skills.
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- Strong analytical, problem-solving and decision-making capabilities.
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- Experience producing operational reporting and executive-level dashboards.
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Highly Regarded

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- Experience implementing AI-enabled support models, virtual agents or intelligent automation solutions.
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- ITIL Foundation, Practitioner or Managing Professional certification.
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- Microsoft Modern Workplace, Endpoint Management or Cloud certifications.
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- Exposure to Power Platform, scripting, chatbots, copilots and automation technologies.
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- Experience enhancing Digital Employee Experience (DEX) programs and employee sentiment measurement.
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- Hybrid cloud and modern workplace environment experience
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📌 Service Desk Manager (New South Wales)
🏢 Ntt Data
📍 New South Wales