Verified Job
Customer Support / TeleCaller
Service Desk Manager
Customer Support / TeleCaller
#707337
Remote / WFH
Job Description
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South Australia
50 km
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jobs in South Australia
200+ jobs - since yesterday
Service Desk Manager
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Let’s be honest. Running a Service Desk can sometimes feel like air traffic control, except the planes are tickets, the runway is a queue, and someone’s printer is always on fire.
That is exactly why we are looking for another Service Desk Manager who thrives on organising chaos, enjoys leading smart technical people, and knows how to turn a busy support environment into something that runs smoothly, calmly, and with the occasional well timed dad joke.
At First Focus, our Service Desk Managers lead pods of up to 15 support professionals and support technicians, keeping our clients happy, our team supported, and our service standards high. We are especially looking for someone who genuinely understands what the customer on the other end of the ticket actually needs, not just what the ticket technically says.
If you like building strong teams, solving problems before they become problems, and helping talented people grow into even better ones, you might be our person.
About First Focus
First Focus is Australia’s best mid market Managed Service Provider. That is not just us bragging, we have been voted #1 MSP in Australia for * years running on CloudTango.
Because of this, we are growing fast and are adding new pods to support new customers (another reason we need another Service Desk Manager) and so now have almost 400 staff across Australia, New Zealand and the Philippines. We support mid sized organisations with enterprise level capability, but without the bureaucracy, politics, or soul crushing ticket escalations to five layers of management.
Most importantly, we work hard to be a place where good people actually enjoy working.
Our culture is built around being informed, aligned, supported, and rewarded for great work. Our team lives by values like Be the Solution, Win Together, and Never Stop Growing, which you can read more about here:
https://www.firstfocus.com.au/about-us/. In practical terms, that means hiring smart people, trusting them to do their jobs, and giving them the support and training to keep improving.
Why this role matters
A great Service Desk Manager does more than just watch dashboards and ask why tickets are still open.
You build a team that clients trust, support technicians enjoy being part of, and the rest of the business can rely on when things get busy.
That means:
creating an environment where support professionals can do their best work
helping technicians think about problems from the customer’s perspective, not just the technical one
coaching people who want to grow
supporting those who need guidance
and occasionally making thoughtful, fair decisions about team fit when something simply is not working for the group
We are not looking for someone who swings the axe. We are looking for someone who builds strong teams, backs their people, and has the confidence to make calm, sensible decisions that help everyone succeed. In other words, someone who leads like an adult, treats people like adults, and always keeps the customer experience front of mind.
Requirements
What you will be doing
Leading and mentoring a pod of support professionals and support technicians
Ensuring the Service Desk consistently delivers great customer outcomes, not just fast ticket closures
Keeping the Service Desk running smoothly across multiple client environments
Monitoring ticket flow, service performance, and SLA delivery
Helping technicians develop their troubleshooting, communication, and client skills
Supporting incident, change, and escalation processes
Working closely with engineering teams and the Head of Support
Improving processes, removing friction, and generally making life easier for the team and the clients they support
Building a team culture where people feel supported, trusted, and occasionally well fed during busy days
What we are looking for
Experience leading a customer facing IT support team in a Managed Services environment
A strong instinct for understanding what clients actually need, even when the ticket only tells half the story
Familiarity with infrastructure technologies such as:
Windows Server
Microsoft 365
Azure
virtualisation platforms such as VMware or Hyper V
networking fundamentals
Strong experience with ITIL style service management and ticketing systems
Excellent written and verbal communication skills
Calm decision making under pressure
The confidence to guide and shape a team of support professionals and support technicians so everyone can perform at their best
Values that align with ours, especially Be the Solution, Win Together, and Never Stop Growing
Benefits
First Focus’ values are based around keeping everyone informed, aligned, supported, and rewarding performance. Some examples of this include:
Competitive salary package including up to $145,000 + other benefits.
All employees have free access to Uprise, including 1:1 coaching sessions from qualified psychologists or counsellors.
First Focus understands the importance of flexibility for a satisfying work life balance, which is why we offer flexible working arrangements.
“Never Stop Growing” is deeply embedded in our DNA. We offer 10 paid training days per year, pay for certifications, and provide pay rises when you achieve them (conditions apply).
Staff are encouraged to take advantage of weekly internal training sessions and our learning library.
Opportunities for personal and professional development through our FastTrack mentoring program.
We have our very own MAD (Making a Difference) Council, focusing on equality, charity, and the environment.
Tesla company car option as part of your employment package (conditions apply).
Regular social events and a genuinely great team culture.
First Focus welcomes applications from Neurodiverse candidates. We recommend & appreciate disclosure along with the application so that a copy of our Neurodiversity Statement can be provided outlining the flexible options we can offer to best showcase your skills.
If you enjoy building great teams, understanding what customers actually need (sometimes before they even finish explaining the problem), and leading support professionals who care about doing things properly, this could be a great next step. If you like structure, autonomy, and working with a company that backs its people, even better. And if you secretly enjoy turning a chaotic ticket queue into something calm, efficient, and genuinely helpful for the customer, you will probably fit in here just fine.
Start of main content
Job title, keywords or company
South Australia
50 km
Last 24 hours
filter
Pay
filter
Remote
Job Type
filter
Education level
filter
jobs in South Australia
200+ jobs - since yesterday
Service Desk Manager
Often responds within 1 day
First Focus
Adelaide SA 5000
Paid training
Company car
Support Worker Mount Gambier Female SIL Services
Community Living Australia
Mount Gambier SA 5290
Salary packaging
Disability Support Worker
Often responds within 1 day
Morang Community Care and Services
Greater Adelaide SA
Annual leave
Certificated Gardener
City of Monash
Monash SA
Gym membership
Employee assistance program
HC Driver - Car Carrier
Prixcar Services
Outer Harbor SA
Powerline Crew Leader (Distribution)
Enerven
Ferryden Park SA
Parental leave
Permanent House Cleaner with Career Progression
Maid2Match
Adelaide SA 5000
Paid training
Uniform provided
Bar Manager
SeaLink South Australia
Adelaide SA 5000
Demolition Yard Hand
Savage Enterprises
Wingfield SA 5013
Cleaner (Casual)
SKG Services Pty Ltd
Verdun SA 5245
View similar jobs with this employer
Subcontract Cleaner – Southern Suburbs (Immediate Work Available)
Diamond Effect Cleaning
Greater Adelaide SA
Roadhouse All Rounder
Agostino Group
Adelaide SA 5000
Concrete Pump Hose Hand
Saccardo Constructions
Glynde SA
Cleaner
Webster Services Pty Ltd
Salisbury SA 5108
Uniform provided
Barista/All Rounder
Donut king tea tree plaza
Modbury SA 5092
Concrete Pump Operator
Saccardo Constructions
Glynde SA
Travel reimbursement
Educator
Goodstart Early Learning
Bedford Park SA 5042
Childcare assistance
Travel reimbursement
Referral program
Professional development assistance
Uniform allowance
Parental leave
Support Worker
The CareSide
Seaton SA 5023
Travel reimbursement
Opportunities for promotion
Transportation links
View similar jobs with this employer
Educator
EDGE EARLY LEARNING ADMINISTRATION
Flagstaff Hill SA 5159
Referral program
Uniform allowance
Employee assistance program
Salary packaging
Opportunities for advancement
Diploma Educator
Imagine Education Group
Ingle Farm SA
Complimentary flu shots
material processing operator
yca recycling
Wingfield SA
Centre Manager
G8 Education
South Plympton SA 5038
Paid training
Disability Support Worker
GO SUPPORT PTY LTD
Kilburn SA 5084
Civil Construction Trades Worker
ROR Foundations Work
Greater Adelaide SA
Maintenance Technician
Adelaide Belting Solutions
Edwardstown SA 5039
People also searched:
Employers: Post a Job
Let’s be honest. Running a Service Desk can sometimes feel like air traffic control, except the planes are tickets, the runway is a queue, and someone’s printer is always on fire.
That is exactly why we are looking for another Service Desk Manager who thrives on organising chaos, enjoys leading smart technical people, and knows how to turn a busy support environment into something that runs smoothly, calmly, and with the occasional well timed dad joke.
At First Focus, our Service Desk Managers lead pods of up to 15 support professionals and support technicians, keeping our clients happy, our team supported, and our service standards high. We are especially looking for someone who genuinely understands what the customer on the other end of the ticket actually needs, not just what the ticket technically says.
If you like building strong teams, solving problems before they become problems, and helping talented people grow into even better ones, you might be our person.
About First Focus
First Focus is Australia’s best mid market Managed Service Provider. That is not just us bragging, we have been voted #1 MSP in Australia for * years running on CloudTango.
Because of this, we are growing fast and are adding new pods to support new customers (another reason we need another Service Desk Manager) and so now have almost 400 staff across Australia, New Zealand and the Philippines. We support mid sized organisations with enterprise level capability, but without the bureaucracy, politics, or soul crushing ticket escalations to five layers of management.
Most importantly, we work hard to be a place where good people actually enjoy working.
Our culture is built around being informed, aligned, supported, and rewarded for great work. Our team lives by values like Be the Solution, Win Together, and Never Stop Growing, which you can read more about here:
https://www.firstfocus.com.au/about-us/. In practical terms, that means hiring smart people, trusting them to do their jobs, and giving them the support and training to keep improving.
Why this role matters
A great Service Desk Manager does more than just watch dashboards and ask why tickets are still open.
You build a team that clients trust, support technicians enjoy being part of, and the rest of the business can rely on when things get busy.
That means:
creating an environment where support professionals can do their best work
helping technicians think about problems from the customer’s perspective, not just the technical one
coaching people who want to grow
supporting those who need guidance
and occasionally making thoughtful, fair decisions about team fit when something simply is not working for the group
We are not looking for someone who swings the axe. We are looking for someone who builds strong teams, backs their people, and has the confidence to make calm, sensible decisions that help everyone succeed. In other words, someone who leads like an adult, treats people like adults, and always keeps the customer experience front of mind.
Requirements
What you will be doing
Leading and mentoring a pod of support professionals and support technicians
Ensuring the Service Desk consistently delivers great customer outcomes, not just fast ticket closures
Keeping the Service Desk running smoothly across multiple client environments
Monitoring ticket flow, service performance, and SLA delivery
Helping technicians develop their troubleshooting, communication, and client skills
Supporting incident, change, and escalation processes
Working closely with engineering teams and the Head of Support
Improving processes, removing friction, and generally making life easier for the team and the clients they support
Building a team culture where people feel supported, trusted, and occasionally well fed during busy days
What we are looking for
Experience leading a customer facing IT support team in a Managed Services environment
A strong instinct for understanding what clients actually need, even when the ticket only tells half the story
Familiarity with infrastructure technologies such as:
Windows Server
Microsoft 365
Azure
virtualisation platforms such as VMware or Hyper V
networking fundamentals
Strong experience with ITIL style service management and ticketing systems
Excellent written and verbal communication skills
Calm decision making under pressure
The confidence to guide and shape a team of support professionals and support technicians so everyone can perform at their best
Values that align with ours, especially Be the Solution, Win Together, and Never Stop Growing
Benefits
First Focus’ values are based around keeping everyone informed, aligned, supported, and rewarding performance. Some examples of this include:
Competitive salary package including up to $145,000 + other benefits.
All employees have free access to Uprise, including 1:1 coaching sessions from qualified psychologists or counsellors.
First Focus understands the importance of flexibility for a satisfying work life balance, which is why we offer flexible working arrangements.
“Never Stop Growing” is deeply embedded in our DNA. We offer 10 paid training days per year, pay for certifications, and provide pay rises when you achieve them (conditions apply).
Staff are encouraged to take advantage of weekly internal training sessions and our learning library.
Opportunities for personal and professional development through our FastTrack mentoring program.
We have our very own MAD (Making a Difference) Council, focusing on equality, charity, and the environment.
Tesla company car option as part of your employment package (conditions apply).
Regular social events and a genuinely great team culture.
First Focus welcomes applications from Neurodiverse candidates. We recommend & appreciate disclosure along with the application so that a copy of our Neurodiversity Statement can be provided outlining the flexible options we can offer to best showcase your skills.
If you enjoy building great teams, understanding what customers actually need (sometimes before they even finish explaining the problem), and leading support professionals who care about doing things properly, this could be a great next step. If you like structure, autonomy, and working with a company that backs its people, even better. And if you secretly enjoy turning a chaotic ticket queue into something calm, efficient, and genuinely helpful for the customer, you will probably fit in here just fine.
