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

Helpdesk Manager

Macarthur Area, South-West Sydney

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

About Us

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

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.

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

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.

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.

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.

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

What You’ll Be Doing

Leading the helpdesk

- Own the support queue, scheduling and resource allocation,



balancing incoming requests with existing workloads.
- Ensure tickets are triaged, prioritised and progressed in line with client SLAs and business impact.
- Take ownership of escalations, coordinating technical resources and keeping clients informed through to resolution.
- Monitor service performance, including SLA achievement, ticket backlog, customer satisfaction and team KPIs, and turn those insights into practical improvements.

Developing your team

- Provide regular coaching, feedback and performance management.
- Identify skills gaps and coordinate training, development plans and ongoing certifications.
- Help technicians build confidence and resolve increasingly complex issues.
- Foster a supportive team culture with clear expectations, accountability and shared knowledge.

Improving service delivery

- Develop and maintain helpdesk procedures, documentation standards and knowledge articles.
- Identify recurring issues and drive improvements that reduce repeat tickets.
- Maintain sound escalation, handover and change‑management practices.
- Coordinate client onboarding and offboarding so transitions are organised and well documented.




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

Providing technical and business support

- Assist with complex L2/L3 escalations across Microsoft 365, infrastructure, networking and security when required
- Provide technical input into quotations, solution recommendations and pre‑sales presentations.
- Coordinate client site audits and support vCIO reviews and certification alignment activities.

Technology Exposure

You’ll work across technologies including:

- Microsoft 365, Exchange Online and SharePoint Online
- Microsoft Intune, Autopilot and endpoint management
- Microsoft Entra ID, identity and access management
- Windows 11 and Windows Server
- Microsoft Azure and cloud infrastructure
- Firewalls, switching, VPNs, VLANs and business Wi-Fi
- Backup, disaster recovery and business continuity platforms
- Endpoint protection, email security and cybersecurity platforms
- RMM, PSA and documentation systems
- Virtualisation and server infrastructure

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

- At least four years of hands‑on IT engineering or support experience within an MSP.
- At least two years of experience managing staff in a helpdesk, service desk or similar technical leadership role.
- Experience managing support queues, competing priorities, escalations and client SLAs.
- Robust technical knowledge across Windows endpoints, serve

📌 Helpdesk Manager (Australia)
🏢 seek.com.au
📍 Australia