Job Description

Lead a capable support team, take ownership of service delivery and stay close to the technology.

Helpdesk Manager Macarthur Area, South-West Sydney n

Lead a capable support team, take ownership of service delivery and stay close to the technology.

About Us n

We are a growing local Managed Service Provider delivering reliable, security-focused IT solutions to small and mid-sized businesses across NSW.

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We pride ourselves on responsiveness, technical depth and long-term client relationships. Our team solves problems properly, communicates clearly and continually improves the environments our clients rely on.

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Based in the Macarthur Area, this is an opportunity to build your leadership career with a supportive local team and avoid the daily CBD commute.

About the Role n

We’re looking for an experienced Helpdesk Manager to take ownership of our support services, lead our technicians and ensure clients receive consistent, high-quality support.

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You’ll manage the day-to-day operation of the helpdesk, balance workloads, develop your team and improve how we deliver service. You’ll also provide hands‑on L2/L3 support for complex escalations and contribute technical expertise across the business.

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This role suits someone who enjoys leading people, brings structure to a busy support environment and knows when to coach, delegate or step in. Your primary focus will be keeping the team effective and our clients well supported.

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We are looking for someone long term, to grow with the business.

What You’ll Be Doing Leading the helpdesk n

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- Own the support queue, scheduling and resource allocation, balancing incoming requests with existing workloads.
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- Ensure tickets are triaged, prioritised and progressed in line with client SLAs and business impact.
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- Take ownership of escalations, coordinating technical resources and keeping clients informed through to resolution.
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- Monitor service performance, including SLA achievement, ticket backlog, customer satisfaction and team KPIs, and turn those insights into practical improvements.
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Developing your team nn
- Provide regular coaching, feedback and performance management.
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- Identify skills gaps and coordinate training, development plans and ongoing certifications.
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- Help technicians build confidence and resolve increasingly complex issues.
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- Foster a supportive team culture with clear expectations, accountability and shared knowledge.
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Improving service delivery nn
- Develop and maintain helpdesk procedures, documentation standards and knowledge articles.
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- Identify recurring issues and drive improvements that reduce repeat tickets.
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- Maintain sound escalation, handover and change‑management practices.
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- Coordinate client onboarding and offboarding so transitions are organised and well documented.
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- Work with key client stakeholders to understand their priorities and align support with their business needs.
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Providing technical and business support nn
- Assist with complex L2/L3 escalations across Microsoft 365, infrastructure, networking and security when required
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- Provide technical input into quotations, solution recommendations and pre‑sales presentations.
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- Coordinate client site audits and support vCIO reviews and certification alignment activities.
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Technology Exposure n

You’ll work across technologies including:

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- Microsoft 365, Exchange Online and SharePoint Online
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- Microsoft Intune, Autopilot and endpoint management
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- Microsoft Entra ID, identity and access management
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- Windows 11 and Windows Server
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- Microsoft Azure and cloud infrastructure
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- Firewalls, switching, VPNs, VLANs and business Wi-Fi
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- Backup, disaster recovery and business continuity platforms
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- Endpoint protection, email security and cybersecurity platforms
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- RMM, PSA and documentation systems
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- Virtualisation and server infrastructure
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Experience across every platform is not essential. You should bring strong capability across several of these areas and be comfortable learning new systems.

What We’re Looking For n

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- At least four years of hands‑on IT engineering or support experience within an MSP.
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- At least two years of experience managing staff in a helpdesk, service desk or similar technical leadership role.
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- Experience managing support queues, competing priorities, escalations and client SLAs.
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- Strong technical knowledge across Windows endpoints, servers, networking, cloud services and Microsoft 365.
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- The ability to diagnose complex issues and guide others through troubleshooting.
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- A practical approach to coaching, delegation and performance management.
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- Transparent written and verbal communication, including confidence handling difficult conversations with clients and team members.
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- Strong documentation and change‑management discipline.
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- A customer‑focused approach, sound judgement and personal accountability.
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- Australian working rights.
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- A current Australian driver’s licence and reliable transport for client site visits.
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What Success Looks Like nn
- Clients receive timely support, clear updates and confidence that someone owns their issue.
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- The support queue stays under control, with clear priorities, balanced workloads and fewer ageing tickets.
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- SLA performance and customer satisfaction are consistently monitored and improved.
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- Technicians understand expectations, develop their skills and receive the support they need to succeed.
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- Escalations are handled calmly, with lessons captured and shared across the team.
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- Recurring issues lead to lasting fixes and better documentation.
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- Client onboarding, offboarding and service reviews are coordinated and well managed.
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Why Join Us? nn
- Competitive salary package based on experience and capability.
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- Ownership of the helpdesk and a direct opportunity to shape how we deliver support.
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- A leadership role that keeps you connected to technology.
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- A supportive, capable and no‑ego team culture.
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- Ongoing training and certification support.
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- Exposure to diverse client environments and technologies.
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- Modern tools and well‑managed client environments.
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- Opportunities to broaden your leadership responsibilities as the business grows.
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- Limited work‑from‑home flexibility after probation.
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- A local office in the Macarthur area with no CBD Commute
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📌 Helpdesk Manager (Sydney)
🏢 seek.com.au
📍 Sydney