Service Desk Manager (Technical)

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

Gold Coast | Newly Created Position | Office-based leadership role

We’re partnering with an established Gold Coast Managed Services Provider to find a technically strong people leader who can develop the team, improve service delivery and take ownership of the service desk’s performance.

MSP experience and full working rights in Australia are essential for this position.

What’s in it for you?

• A newly created position with scope to influence processes, standards and team development.
• An opportunity to step up from technical team leadership or bring your existing service desk management experience.
• A role that combines hands‑on technical involvement with people leadership.

The opportunity

This role brings together technical leadership, people development and service delivery. You’ll help shape how the service desk operates, establish clear expectations and build consistent practices that support both the team and its clients.

What you’ll be doing

• Leading, coaching and developing technical staff, including supporting individual training and certification plans.
• Taking ownership of service desk priorities, ticket quality, escalations and SLA performance.
• Providing senior technical guidance and helping resolve complex infrastructure, cloud, networking and security issues.
• Reviewing ageing and reopened tickets, identifying recurring problems and driving permanent fixes.
• Improving documentation, troubleshooting practices and communication with clients.
• Overseeing patch compliance, backup reliability and scheduled restore testing.
• Working with the CTO to agree performance targets and review progress quarterly.
• Supporting major incidents and scheduled changes outside standard hours when required.

What you’ll bring

You may currently be a Technical Team Lead, Service Desk Team Leader or Service Desk Manager. Your title matters less than your ability to lead people, make sound technical decisions and improve service delivery.

• Previous experience working within an MSP.
• Full working rights in Australia.
• At least eight years’ experience in IT support and infrastructure, including three years in a senior escalation or technical lead role.
• At least two years’ experience leading or managing technical staff.
• Demonstrated success improving SLA performance and service quality in a ticket‑driven environment.
• A calm, clear communication style and the ability to coach people constructively.
• A current driver’s licence, reliable transport and willingness to complete a National Police Check.

Your technical background

You’ll bring strong troubleshooting capability across Microsoft and business infrastructure environments, with experience covering:

• Microsoft Server and virtualisation: Active Directory, DNS, DHCP, Group Policy, RDS, file and print services, Hyper‑V, VMware and/or Proxmox VE.
• Modern workplace: Windows 11, Intune, Autopilot, Microsoft 365, Entra ID, Conditional Access and Defender.
• Cloud infrastructure: Azure infrastructure, networking, identity integration and backup, plus AWS services such as EC2, VPC and IAM.
• Networking: Routing, switching, VLANs, firewalls, VPNs, wireless and internet services.
• Security and resilience: MFA, MDR, email security, system hardening, incident response, backup and disaster recovery.

Experience with ConnectWise PSA, NinjaOne, IT Glue, Sophos, Veeam or Datto BCDR will be highly regarded, as will Linux administration, scripting and automation, and relevant Microsoft, Cisco or ITIL certifications.

What success looks like

Your impact will show through a more capable team, stronger client satisfaction, consistent SLA performance and fewer recurring issues. You’ll help create a service desk where tickets are owned, documentation is useful and engineers have a clear path to develop.

At Rec4Tech, we know that diversity isn't just important, it's what makes workplaces awesome!

We don't care about labels like race, religion, gender identity, sexual orientation, age, or whether you prefer pineapple on pizza (no judgment here). What matters is your talent and passion. Need a tweak or two to make the application process work for you? No worries, let us know and we'll sort it out. Let's do this together!