Service Desk Manager: Lead Tech Team & SLA Excellence

Rec4Tech; Gold Coast City; On-site; AUD 120,000 - 150,000; Full time

Job summary

Rec4Tech on the Gold Coast seeks a technically strong people leader to develop the team, improve service delivery and own the service desk’s performance. This newly created role blends hands-on technical involvement with leadership to shape processes, standards and client support.

You’ll coach engineers, drive ticket quality, liaise with the CTO, manage incidents, and ensure SLA targets are met. Full Australian working rights and MSP background are essential to thrive in this leadership position.

Qualifications

• Eight years’ IT support and infrastructure experience.
• Three years in a senior escalation or technical lead role.
• Experience leading or managing technical staff.
• MSP experience and full working rights in Australia.

Responsibilities

• Lead, coach and develop technical staff and certification plans.
• Own service desk priorities, ticket quality, escalations and SLA performance.
• Provide senior technical guidance for infrastructure, cloud, networking and security.
• Review ageing and reopened tickets; drive permanent fixes.
• Improve documentation and client communications.
• Oversee patching, backup reliability and restore testing.
• Work with the CTO to set performance targets and review progress.
• Support major incidents and changes outside standard hours when required.

Skills

People leadership

MSP experience

SLA management

Technical team leadership

Communication

Tools

ConnectWise PSA

NinjaOne

IT Glue

Sophos

Veeam

Datto BCDR

Job description

Rec4Tech on the Gold Coast seeks a technically strong people leader to develop the team, improve service delivery and own the service desk’s performance. This newly created role blends hands-on technical involvement with leadership to shape processes, standards and client support.

You’ll coach engineers, drive ticket quality, liaise with the CTO, manage incidents, and ensure SLA targets are met. Full Australian working rights and MSP background are essential to thrive in this leadership position.