• Inspire, mentor, and elevate a technically strong Service Desk team
• Work across diverse environments: On-Prem, Cloud (Azure), Hybrid, and Cybersecurity Solutions (Essential 8, SIEM, UTM, Microsoft Defender).
• Shape culture, drive service excellence, and embed continuous improvement initiatives

What’s in it for you?
If you thrive on building connections, solving problems, and inspiring teams to deliver their best work, this is your opportunity to lead with impact. You'll be energised by direct client interaction, working in an environment rich with technical variety- no day is the same!

This business combines the maturity of an established MSP with a genuine commitment to continuous improvement, innovation, and empowering its people. With hybrid flexibility, fully funded certifications, and a supportive team culture, you’ll have everything you need to succeed and grow.

What you’ll be doing:

• Leading, mentoring, and motivating a team of 10-15 Tier 1–3 Service Desk Engineers.
• Acting as a visible, client-facing leader. You’ll be building relationships and solving challenges that inspire and energise both you and your team.
• Managing day-to-day service desk operations: SLAs, KPIs, ticket queues, workload distribution, and quality assurance.
• Driving a proactive, customer-first culture focused on continual improvement and service excellence.
• Providing technical support for escalations when needed, while empowering others to step up.
• Supporting onboarding, professional development, and ongoing coaching for your team.
• Collaborating with internal teams to deliver seamless client outcomes and tackle challenges head-on.

Experience required:

• Proven leadership experience in a Service Desk or IT Support environment.
• Strong client engagement, relationship management, and interpersonal skills—you gain energy from solving problems with customers.
• Solid technical grounding across Microsoft 365, networking, infrastructure, and cybersecurity environments.
• Experience managing KPIs, SLAs, service operations, and team development.
• Certifications such as MS365, CCNA, ITIL (or equivalent) are highly regarded.

About the company:

This business is one of the region’s most established Managed Service Providers, known for delivering high-quality technology solutions across a broad range of industries. They combine operational maturity with a hunger for continual improvement, offering the ideal environment for a motivated leader who loves to innovate, build strong client relationships, and drive service excellence.

Benefits:

• Flexible work model
• Fully funded certifications and professional development
• Access to a wide range of technologies and industries
• A collaborative, flexible, and improvement-focused team culture

What’s next?

This opportunity is based in Newcastle, NSW, and you'll need to be within a reasonable commuting distance. If you’re planning a move to the area, just let us know in your application.

Please note, sponsorship is not available for this role.

NewyTechPeople is managing the recruitment process, and we’re committed to responding to every applicant.

The easiest way to register your interest is to apply using the link. If you’d like to have a chat before applying, please contact Ellen Bennett on 0493 395 175 or [email protected].