Service Desk Manager

NTT DATA, Inc.; Sydney; On-site; AUD 110,000 - 160,000; Full time

Job summary

NTT DATA, Inc. in Sydney is seeking a Service Desk Manager to lead a 12-person L1/L2 team and transform end-user support into an AI-enabled, proactive service function.

The role focuses on service delivery, continual improvement, and strong stakeholder collaboration to deliver operational excellence in a regulated financial services environment.

Qualifications

• 5+ years managing a Service Desk in complex environments.
• Proven leadership of Level 1 and Level 2 support teams.
• Strong ITIL knowledge with governance and metrics.
• Experience in financial services or regulated industries.
• Excellent communication with business and technology stakeholders.

Responsibilities

• Lead a team of ~12 Service Desk Analysts and Senior Support Engineers.
• Deliver Level 1/2 end-user support and maintain SLAs and KPIs.
• Drive AI-first service delivery, automation and knowledge management.
• Collaborate with infrastructure, cloud, security, apps and vendors.
• Provide reporting, dashboards and continual service improvements.

Skills

People management

ITIL expertise

Stakeholder mgmt

Automation mindset

Leadership

Tools

ServiceNow

Jira Service Management

Freshservice

Power Automate

Microsoft 365

Active Directory

Job description

Sydney, NSW | 12-Month Contract | Potential Extensions

We are seeking a Service Desk Manager to lead a high-performing team of 12 Level 1 and Level 2 support professionals within a dynamic, technology-driven financial services organization. This role offers the opportunity to transform a traditional support function into a modern, AI-enabled digital workplace service that delivers operational excellence, proactive support, and outstanding customer outcomes.

This is an initial 12-month contract with strong potential for extension.

The Opportunity

As the Service Desk Manager, you will lead the delivery of end-user support services across the organization while driving continual improvement, intelligent automation, and AI-first service management practices.

You will be responsible for developing a high-performing team, managing service delivery, improving operational efficiency, and partnering with technology and business stakeholders to create a seamless digital employee experience.

This role is ideal for a forward-thinking leader who combines strong people management skills, IT service management expertise, and a passion for leveraging emerging technologies to improve service outcomes.

Key Responsibilities

Leadership & People Management

• Lead, mentor and develop a team of approximately 12 Service Desk Analysts and Senior Support Engineers.
• Foster a high-performance culture focused on customer experience, accountability, learning and continuous improvement.
• Conduct performance reviews, career development planning and regular coaching sessions.
• Manage workforce planning, rostering, onboarding, leave coverage and succession planning.
• Create an inclusive, collaborative and positive team culture aligned with organisational values.

Service Desk Operations

• Own the day-to-day delivery of Level 1 and Level 2 end-user support services.
• Ensure service levels, operational targets and customer experience measures are consistently achieved.
• Manage incident, request, problem and escalation processes.
• Act as the primary escalation point for critical incidents and major business-impacting issues.
• Work closely with infrastructure, cloud, cyber security, application and vendor teams to resolve issues efficiently.
• Maintain clear communication with users and stakeholders during service disruptions.

AI-First Service Delivery

• Drive the adoption of AI-powered service management capabilities, including virtual agents, copilots, intelligent ticket routing and automated knowledge generation.
• Identify opportunities to automate repetitive support activities and increase first-contact resolution rates.
• Utilise service data, analytics and AI-driven insights to proactively identify and address recurring issues.
• Champion self-service, digital employee experience and zero-touch support initiatives.
• Promote responsible AI adoption through appropriate governance, security and human oversight.
• Develop team capability in automation, modern workplace technologies and AI-assisted support practices.
• Maintain and enhance ITIL-aligned incident, request, problem, change and knowledge management processes.
• Deliver operational reporting, service dashboards and actionable insights for technology leadership.
• Lead continual service improvement initiatives driven by customer feedback and performance data.
• Conduct root cause analysis and coordinate remediation activities for recurring issues.
• Ensure support documentation, knowledge articles and operational procedures remain current and effective.
• Build strong relationships with business stakeholders and technology teams.
• Act as the voice of the end user across Technology Operations.
• Communicate service performance, risks and improvement initiatives to both technical and non-technical audiences.
• Manage vendor relationships and monitor service delivery performance.
• Ensure support practices align with financial services regulatory, security and compliance requirements.

Technology Environment

You'll work across a modern enterprise technology landscape including:

• Windows 11
• Microsoft 365, Teams and Exchange Online
• Microsoft Entra ID and Active Directory
• Endpoint security and vulnerability management solutions
• ServiceNow, Jira Service Management, Freshservice or similar ITSM platforms
• Power Automate, workflow automation, virtual agents and copilots

About You

To be successful in this role, you will bring:

• 5+ years' experience managing a Service Desk, End User Computing or Digital Workplace function.
• Proven success leading Level 1 and Level 2 support teams within complex enterprise environments.
• Strong expertise across Microsoft technologies including Microsoft 365, Windows, Intune and Entra ID.
• Experience working within regulated industries such as banking, financial services, insurance or wealth management.
• Strong understanding of ITIL principles and enterprise service management practices.
• Demonstrated experience managing SLAs, KPIs, major incidents and service performance.
• Excellent leadership, stakeholder management and communication skills.
• Strong analytical, problem-solving and decision-making capabilities.
• Experience producing operational reporting and executive-level dashboards.

Highly Regarded

• Experience implementing AI-enabled support models, virtual agents or intelligent automation solutions.
• ITIL Foundation, Practitioner or Managing Professional certification.
• Microsoft Modern Workplace, Endpoint Management or Cloud certifications.
• Exposure to Power Platform, scripting, chatbots, copilots and automation technologies.
• Experience enhancing Digital Employee Experience (DEX) programs and employee sentiment measurement.
• Hybrid cloud and modern workplace environment experience