Helpdesk Manager: Lead Teams & Hands-On IT (MSP)

seek.com.au; Sydney; On-site; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Leadership role in local team

Training and certification support

No CBD commute

Job summary

seek.com.au is seeking an experienced Helpdesk Manager to lead a capable support team in the Macarthur area, delivering high-quality IT services to small and mid-sized businesses across NSW. You will own the day-to-day operations, coach your team and provide hands-on escalation support while aligning service delivery with client priorities.

You will manage workloads, triage tickets, and monitor KPIs to drive improvements.

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, 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.
• Australian working rights.
• A current Australian driver’s licence and reliable transport for client site visits.

Responsibilities

• 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.
• 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.
• 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.

Skills

Team leadership

MSP experience

Customer service

ITIL/ITSM

Problem solving

Coaching & mentoring

Stakeholder communication

Tools

Microsoft 365

Intune

Azure

Exchange Online

Windows Server

Job description

seek.com.au is seeking an experienced Helpdesk Manager to lead a capable support team in the Macarthur area, delivering high-quality IT services to small and mid-sized businesses across NSW. You will own the day-to-day operations, coach your team and provide hands-on escalation support while aligning service delivery with client priorities.

You will manage workloads, triage tickets, and monitor KPIs to drive improvements.