Helpdesk Manager: Lead Tech Team in Macarthur (Local Office)

SEEK; Sydney; Presencial; AUD 90.000 - 130.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Limited work-from-home after probation

Office in Macarthur area

Certification support

Training opportunities

Descripción de la vacante

SEEK, a growing local MSP in NSW, is seeking an experienced Helpdesk Manager to own the support services, lead technicians and deliver high-quality client outcomes.

You'll manage day-to-day helpdesk operations, balance workloads, coach your team and provide hands-on L2/L3 support for complex escalations, while aligning service with client needs and SLAs. Based in Macarthur, the role offers leadership growth and collaboration with clients as the business expands.

Formación

• At least four years of hands-on IT engineering or MSP support.
• 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.
• Australian working rights.
• A current Australian driver’s licence and reliable transport for client site visits.

Responsabilidades

• Own the support queue, scheduling and resource allocation, balancing requests with workloads.
• Ensure tickets are triaged, prioritised and progressed in line with SLAs and business impact.
• Take ownership of escalations, coordinating technical resources and keeping clients informed to resolution.
• Monitor service performance, SLA achievement, backlog, and KPIs, driving practical improvements.
• Provide regular coaching, feedback and performance management to the team.
• Develop training plans and ongoing certifications to close skills gaps.
• Maintain escalation, handover and change-management practices.

Conocimientos

IT engineering

support experience

staff management

helpdesk leadership

client SLAs

Windows networking

Herramientas

Microsoft 365

Exchange Online

SharePoint Online

Intune

Autopilot

Azure

Windows Server

Firewalls

VPNs

VLANs

Backup & DR

Descripción del empleo

SEEK, a growing local MSP in NSW, is seeking an experienced Helpdesk Manager to own the support services, lead technicians and deliver high-quality client outcomes.

You'll manage day-to-day helpdesk operations, balance workloads, coach your team and provide hands-on L2/L3 support for complex escalations, while aligning service with client needs and SLAs. Based in Macarthur, the role offers leadership growth and collaboration with clients as the business expands.