Helpdesk Manager

Private Advertiser; Sydney; On-site; AUD 140,000 - 190,000; Full time

Benefits offered by this job

Local Macarthur office

Job summary

Private Advertiser, a growing NSW MSP, is seeking an experienced Helpdesk Manager to lead our local support team from a Macarthur-area office. You will own service delivery, balance workloads and mentor technicians, while providing hands-on escalation support across Microsoft 365 and related technologies.

You will guide staff development, ensure high-quality client service, and align support with business priorities.

Qualifications

• At least four years of hands-on IT engineering or support experience within an MSP.
• At least two years of experience managing staff in a helpdesk or service desk role.
• Strong technical knowledge across Windows endpoints, servers, networking, cloud services and Microsoft 365.
• Ability to diagnose complex issues and guide others through troubleshooting.

Responsibilities

• Lead the helpdesk: own the queue, scheduling and resource allocation; ensure tickets are triaged and progressed per SLAs.
• Develop your team: coaching, performance management and training plans.
• Provide hands-on L2/L3 support for escalations and contribute technical input to quotations and pre-sales.
• Coordinate client onboarding, offboarding, site visits and change-management practices.

Skills

Helpdesk leadership

Staff management

SLAs

Windows & Microsoft 365

Tools

Microsoft 365

Intune

Autopilot

Entra ID

Windows Server

Azure

RMM

PSA

Job description

Lead a capable support team, take ownership of service delivery and stay close to the technology.

About Us

We are a growing local Managed Service Provider delivering reliable, security-focused IT solutions to small and mid-sized businesses across NSW.

We pride ourselves on responsiveness, technical depth and long-term client relationships. Our team solves problems properly, communicates clearly and continually improves the environments our clients rely on.

Based in the Macarthur Area, this is an opportunity to build your leadership career with a supportive local team and avoid the daily CBD commute.

About the Role

We’re looking for an experienced Helpdesk Manager to take ownership of our support services, lead our technicians and ensure clients receive consistent, high-quality support.

You’ll manage the day-to-day operation of the helpdesk, balance workloads, develop your team and improve how we deliver service. You’ll also provide hands-on L2/L3 support for complex escalations and contribute technical expertise across the business.

This role suits someone who enjoys leading people, brings structure to a busy support environment and knows when to coach, delegate or step in. Your primary focus will be keeping the team effective and our clients well supported.

We are looking for someone long term, to grow with the business.

What You’ll Be Doing

Leading the helpdesk

Own the support queue, scheduling and resource allocation, balancing incoming requests with existing workloads.

Ensure tickets are triaged, prioritised and progressed in line with client SLAs and business impact.

Take ownership of escalations, coordinating technical resources and keeping clients informed through to resolution.

Monitor service performance, including SLA achievement, ticket backlog, customer satisfaction and team KPIs, and turn those insights into practical improvements.

Developing your team

Provide regular coaching, feedback and performance management.

Identify skills gaps and coordinate training, development plans and ongoing certifications.

Help technicians build confidence and resolve increasingly complex issues.

Foster a supportive team culture with clear expectations, accountability and shared knowledge.

Develop and maintain helpdesk procedures, documentation standards and knowledge articles.

Identify recurring issues and drive improvements that reduce repeat tickets.

Maintain sound escalation, handover and change-management practices.

Coordinate client onboarding and offboarding so transitions are organised and well documented.

Work with key client stakeholders to understand their priorities and align support with their business needs.

Providing technical and business support

Assist with complex L2/L3 escalations across Microsoft 365, infrastructure, networking and security when required

Provide technical input into quotations, solution recommendations and pre-sales presentations.

Coordinate client site audits and support vCIO reviews and certification alignment activities.

You’ll work across technologies including:

Microsoft 365, Exchange Online and SharePoint Online

Microsoft Intune, Autopilot and endpoint management

Microsoft Entra ID, identity and access management

Windows 11 and Windows Server

Microsoft Azure and cloud infrastructure

Firewalls, switching, VPNs, VLANs and business Wi-Fi

Backup, disaster recovery and business continuity platforms

Endpoint protection, email security and cybersecurity platforms

RMM, PSA and documentation systems

Virtualisation and server infrastructure

Experience across every platform is not essential. You should bring strong capability across several of these areas and be comfortable learning new systems.

What We’re Looking For

At least four years of hands‑on IT engineering or support experience within an MSP.

At least two years of experience managing staff in a helpdesk, service desk or similar technical leadership role.

Experience managing support queues, competing priorities, escalations and client SLAs.

Strong technical knowledge across Windows endpoints, servers, networking, cloud services and Microsoft 365.

The ability to diagnose complex issues and guide others through troubleshooting.

A practical approach to coaching, delegation and performance management.

Clear written and verbal communication, including confidence handling difficult conversations with clients and team members.

Strong documentation and change‑management discipline.

A customer‑focused approach, sound judgement and personal accountability.

A current Australian driver’s licence and reliable transport for client site visits.

What Success Looks Like

Clients receive timely support, clear updates and confidence that someone owns their issue.

The support queue stays under control, with clear priorities, balanced workloads and fewer ageing tickets.

SLA performance and customer satisfaction are consistently monitored and improved.

Technicians understand expectations, develop their skills and receive the support they need to succeed.

Escalations are handled calmly, with lessons captured and shared across the team.

Recurring issues lead to lasting fixes and better documentation.

Client onboarding, offboarding and service reviews are coordinated and well managed.

Why Join Us?

Competitive salary package based on experience and capability.

Ownership of the helpdesk and a direct opportunity to shape how we deliver support.

A leadership role that keeps you connected to technology.

A supportive, capable and no‑ego team culture.

Ongoing training and certification support.

Exposure to diverse client environments and technologies.

Modern tools and well‑managed client environments.

Opportunities to broaden your leadership responsibilities as the business grows.

Limited work‑from‑home flexibility after probation.

A local office in the Macarthur area with no CBD Commute