Service Desk Manager - Cloudwize

Lyra Technology Group; Newcastle City Council; Hybrid; AUD 90,000 - 110,000; Full time

Benefits offered by this job

Fantastic progression opportunities

Hybrid working model - WFH 2-3 days a week

Job summary

A private equity-backed holding company is seeking a Service Desk Manager to lead the Service Desk team at Cloudwize. The role focuses on ensuring SLA performance, managing ticket flow, and guiding L1 and L2 engineers while maintaining service quality for clients. The successful candidate will have over 5 years of experience in MSP service delivery, excellent technical capabilities, and a strong understanding of Microsoft 365 and networking. This position offers fantastic progression opportunities and a hybrid working model in Newcastle or Tamworth.

Qualifications

• 5+ years in MSP service delivery.
• Proven L2/3 technical capability.
• Experience leading technical teams.

Responsibilities

• Own SLA performance and improve ticket flow.
• Lead and develop L1 and L2 engineers.
• Act as senior escalation point for technical issues.

Skills

MSP service delivery

L2/3 technical capability

Leadership skills

Microsoft 365 knowledge

Networking expertise

Security understanding

Calm under pressure

Accountability

High standards

Tools

ConnectWise

Job description

Lyra Technology Group is a private equity-backed holding company that invests and operates industry leading technology service businesses. Our companies are operated independently by exceptional management teams. Companies that join our group retain the employees, name, and culture that have made them successful. As a platform of Evergreen Services Group, we never divest from businesses we partner with and approach every decision with the goal of driving sustainable and healthy growth over the long term.

We made our first acquisition at the beginning of 2018. Today, we hold a controlling stake in 100+ companies across the US, UK, Australia, New Zealand, and Canada. Our companies employ over 3,000 team members, each led by their own management team, and provide world-class support to over 12,000 clients.

About The Position

One of our operating companies, Cloudwize, is looking for a Service Desk Manager to join their team in.

As a Service Manager, you will lead the performance, leadership and operational effectiveness of Cloudwize’s Service Desk. This role is responsible for delivering SLA performance, maintaining service quality, managing ticket flow, developing team capability, and ensuring high levels of client satisfaction. You will oversee L1 and L2 engineers, collaborate closely with Dispatch, and serve as the senior escalation point (L2/3) for complex technical issues. This is a hands‑on technical and leadership role in a growing regional Managed Services Provider. The role can be based out of Tamworth or Newcastle.

Responsibilities

Service Performance

• Own SLA performance (FRT, TTR, backlog health).
• Improve ticket flow and first-call resolution.
• Reduce rework and reopen rates.
• Lead weekly service performance reviews.
• Protect service gross margin through efficient resourcing.

Team Leadership

• Lead and develop L1 and L2 engineers.
• Set standards for documentation, communication and accountability.
• Address performance issues early.
• Support recruitment and onboarding.

Escalation & Technical Oversight

• Act as senior escalation point (L2/3).
• Provide technical guidance across Microsoft, infrastructure and security.
• Review high-risk changes and major incidents.
• Step into client conversations when required.

Workflow & Continuous Improvement

• Align closely with Dispatch to optimise ticket allocation.
• Drive SOP adoption and standardisation.
• Identify recurring issues and remove root causes.
• Contribute to automation and process improvement initiatives.

Skills Required

• 5+ years in MSP service delivery.
• Proven L2/3 technical capability.
• Experience leading technical teams.
• Strong understanding of Microsoft 365, networking and security.
• PSA experience (ConnectWise preferred).
• Calm under pressure.
• High standards.
• Accountable.
• Leads by example.

Benefits

• Fantastic progression opportunities.
• Hybrid working model - WFH 2-3 days a week.