Job Description

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.

n

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.

n

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.

n

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.

n

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.

n

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

What You’ll Be Doing n

Leading the helpdesk

n

Own the support queue, scheduling and resource allocation, balancing incoming requests with existing workloads.

n

Ensure tickets are triaged, prioritised and progressed in line with client SLAs and business impact.

n

Take ownership of escalations, coordinating technical resources and keeping clients informed through to resolution.

n

Monitor service performance, including SLA achievement, ticket backlog, customer satisfaction and team KPIs, and turn those insights into practical improvements.

n

Developing your team

n

Provide regular coaching, feedback and performance management.

n

Identify skills gaps and coordinate training, development plans and ongoing certifications.

n

Help technicians build confidence and resolve increasingly complex issues.

n





Foster a supportive team culture with clear expectations, accountability and shared knowledge.

n

Develop and maintain helpdesk procedures, documentation standards and knowledge articles.

n

Identify recurring issues and drive improvements that reduce repeat tickets.

n

Maintain sound escalation, handover and change-management practices.

n

Coordinate client onboarding and offboarding so transitions are organised and well documented.

n

Work with key client stakeholders to understand their priorities and align support with their business needs.

n

Providing technical and business support

n

Assist with complex L2/L3 escalations across Microsoft 365, infrastructure, networking and security when required

n

Provide technical input into quotations, solution recommendations and pre-sales presentations.

n

Coordinate client site audits and support vCIO reviews and certification alignment activities.

n

You’ll work across technologies including:

n

Microsoft 365, Exchange Online and SharePoint Online

n

Microsoft Intune, Autopilot and endpoint management

n

Microsoft Entra ID, identity and access management

n

Windows 11 and Windows Server

n

Microsoft Azure and cloud infrastructure

n

Firewalls, switching, VPNs, VLANs and business Wi-Fi

n

Backup, disaster recovery and business continuity platforms

n

Endpoint protection, email security and cybersecurity platforms

n

RMM, PSA and documentation systems

n

Virtualisation and server infrastructure

n

Experience across every platform is not essential. You should bring strong capability across several of these areas and be comfortable learning recent systems.

What We’re Looking For n

At least four years of hands‑on IT engineering or support experience within an MSP.

n

At least two years of experience managing staff in a helpdesk,



service desk or similar technical leadership role.

n

Experience managing support queues, competing priorities, escalations and client SLAs.

n

Strong technical knowledge across Windows endpoints, servers, networking, cloud services and Microsoft 365.

n

The ability to diagnose complex issues and guide others through troubleshooting.

n

A practical approach to coaching, delegation and performance management.

n

Clear written and verbal communication, including confidence handling difficult conversations with clients and team members.

n

Strong documentation and change‑management discipline.

n

A customer‑focused approach, sound judgement and personal accountability.

n

A current Australian driver’s licence and reliable transport for client site visits.

What Success Looks Like n

Clients receive timely support, clear updates and confidence that someone owns their issue.

n

The support queue stays under control, with clear priorities, balanced workloads and fewer ageing tickets.

n

SLA performance and customer satisfaction are consistently monitored and improved.

n

Technicians understand expectations, develop their skills and receive the support they need to succeed.

n

Escalations are handled calmly, with lessons captured and shared across the team.

n

Recurring issues lead to lasting fixes and better documentation.

n

Client onboarding, offboarding and service reviews are coordinated and well managed.

Why Join Us? n

Competitive salary package based on experience and capability.

n

Ownership of the helpdesk and a direct opportunity to shape how we deliver support.

n

A leadership role that keeps you connected to technology.

n

A supportive, capable and no‑ego team culture.

n

Ongoing training and certification support.

n

Exposure to diverse client environments and technologies.

n

Modern tools and well‑managed client environments.

n

Opportunities to broaden your leadership responsibilities as the business grows.

n

Limited work‑from‑home flexibility after probation.

n

A local office in the Macarthur area with no CBD Commute

#J-18808-Ljbffr

📌 Helpdesk Manager (Sydney)
🏢 Recognized
📍 Sydney