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 prospect 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 Opportunity
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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, collaborative 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 modern 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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Solid 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