Helpdesk Manager - Lead & Elevate MSP Support

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

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.