The Opportunity:

Delion is a market leader in providing Managed WiFi services across Australia. Since our establishment in 2009, we have consistently led the industry with our innovative solutions and exceptional customer service.

We are looking for a Service Desk Manager to lead and elevate our support team. This role is critical in driving improvements in customer service, mentoring technical staff, and helping to support Delion’s continued growth. With a primary focus on WiFi and network technology, you will play a key role in ensuring exceptional service delivery to our clients.

This is an exciting opportunity for an experienced IT professional with strong leadership skills and technical expertise in networking or general IT to step into a senior role, make an impact, and help shape the future of our service desk.

Key Responsibilities:

• Lead and manage the support team, fostering a positive, collaborative, and high-performing culture.
• Provide mentorship, training, and guidance to help team members develop their technical skills and deliver outstanding customer support.
• Address and resolve helpdesk requests related to network and WiFi technology, hardware, software, and system issues.
• Ensure high levels of customer satisfaction by maintaining excellent communication, ownership, and follow-through on issues.
• Take ownership of the support function, stepping in to ensure critical issues are resolved.
• Manage and improve internal processes, documentation, and knowledge resources to enhance team efficiency and service quality.
• Collaborate with other departments, such as Network Operations and Project Management and Sales, to ensure seamless service delivery.
• Contribute to strategic initiatives, including scaling support operations as the company grows.

Must-Haves:

• Minimum of 3 years’ experience in a helpdesk, IT support, or service desk environment, preferably with experience in a leadership or senior role.
• Strong technical knowledge, ideally with a focus on network and WiFi technologies, or broad general IT experience.
• Proven ability to lead, support, and motivate a team, fostering a culture of continuous learning and improvement.
• Exceptional communication and interpersonal skills, with a strong focus on customer service.
• Excellent problem-solving, organisational, and time management skills.
• A proactive attitude and willingness to step up during critical situations or emergencies.

Why Join Delion?

• Be part of a growing company with a strong industry presence and reputation for quality.
• Work on cutting-edge WiFi and networking technology with clients across Australia.
• Enjoy a collaborative and supportive work environment where your contributions will have a direct impact on the business.
• Take on a senior role with real ownership, responsibility, and the opportunity to shape and grow the service desk function.