Service Desk Manager - $110k - $130k + super

Robert Half has been exclusively engaged by a well-established MSP entering its next phase of growth. They're expanding project capability, strengthening client delivery, and are now seeking a skilled Service Desk Manager to lead the frontline team and bring structure, clarity, and consistency to operations.

You'll be leading a team of established Service Desk Engineers, focusing on performance, process, and development. This role isn't just firefighting, it's about building a strong, scalable service function with clear standards, career paths, and accountability.

Responsibilities

• Lead, mentor, and develop a team of Service Desk Engineers across multiple managed clients
• Maintain ticket hygiene, SLA compliance, and clear client communication
• Drive a culture of ownership, efficiency, and continuous improvement
• Oversee daily operations: queue management, escalations, scheduling, and reporting
• Develop internal processes and performance frameworks (KPIs, reviews, training plans)
• Identify opportunities to enhance service quality and client experience

About You

You're a capable, grounded leader who knows how an MSP runs. You're technical enough to jump on the tools when needed, but your strength lies in developing people and systems, so you rarely need to. You thrive on structure, process, and progress, not micromanagement.

• Experience leading a service desk or technical support team within an MSP
• Strong understanding of M365, Azure, Windows Server, VMware, Networking, and Ticketing systems
• Proven ability to monitor SLA metrics, uplift team performance, and lead through change
• Excellent communication, organisation, and mentoring skills

Why You'll Like It Here

• Well established business with solid foundations and strong growth ahead
• Supportive leadership who value structure, ideas, and autonomy
• Genuine trust, ownership, and runway to build process and capability your way

If you're an MSP leader ready to shape a team, build structure, and make your mark, this is the role for you.

Apply now, or contact [email protected] for a confidential chat.

By clicking 'apply', you give your express consent that Robert Half may use your personal information to process your job application and to contact you from time to time for future employment opportunities. For further information on how Robert Half processes your personal information and how to access and correct your information, please read the Robert Half privacy notice: https://www.roberthalf.com/au/en/privacy. Please do not submit any sensitive personal data to us in your resume (such as government ID numbers, ethnicity, gender, religion, marital status or trade union membership) as we do not collect your sensitive personal data at this time.