AI-Driven Service Desk Manager | Lead 12-Person Team

NTT; Sydney; On-site; AUD 150,000 - 190,000; Full time

Job summary

NTT is seeking a Service Desk Manager in Sydney to lead a 12-person team delivering Level 1/2 support in a finance-focused environment. You will drive automation, AI-enabled service delivery and continuous improvement while ensuring strong customer outcomes.

You will oversee incident and problem management, stakeholder engagement and collaboration with infrastructure, security and vendor teams to optimise service delivery in a modern digital workplace.

Qualifications

• Experience leading Level 1/Level 2 support teams in enterprise environments.
• Strong ITIL knowledge and enterprise service management practices.
• Proven ability to manage SLAs, KPIs and major incidents.
• Expertise with Microsoft 365, Entra ID and related tools.
• Experience implementing AI-enabled service delivery is a plus.

Responsibilities

• Lead the day-to-day delivery of end-user support across the organisation.
• Drive continual improvement, automation and AI-first service management.
• Develop a high-performing team and manage workforce planning and coaching.
• Partner with technology and business stakeholders to deliver a seamless digital employee experience.
• Maintain incident, request, problem and escalation processes and ensure strong communication.

Skills

Leadership

ITIL knowledge

Stakeholder management

Microsoft 365 / Entra ID

Service Desk management

Tools

ServiceNow

Jira Service Management

Freshservice

Power Automate

Job description

NTT is seeking a Service Desk Manager in Sydney to lead a 12-person team delivering Level 1/2 support in a finance-focused environment. You will drive automation, AI-enabled service delivery and continuous improvement while ensuring strong customer outcomes.

You will oversee incident and problem management, stakeholder engagement and collaboration with infrastructure, security and vendor teams to optimise service delivery in a modern digital workplace.