$100k - $120k + Super
Start early Jan
A respected Sydney-based Managed Services Provider is seeking an experienced Service Desk Lead who enjoys balancing leadership with hands-on technical work. This role suits someone who thrives in a lead-from-the-front environment, guiding a small support team while remaining actively involved in day-to-day service delivery.
What you'll be responsible for:
- Coaching, supporting, and developing a Service Desk team
- Overseeing ticket queues, SLAs, KPIs, and customer outcomes
- Acting as the escalation point for technical issues and client queries
- Running daily huddles, regular 1:1s, and performance reviews
- Maintaining and improving support processes and documentation
- Stepping in on tickets to ensure smooth service delivery
- Previous experience leading or mentoring within a Service Desk environment ( MSP background highly regarded )
- ITIL Foundation certification
- Strong hands-on experience with Microsoft 365 and endpoint support tools
- Clear communicator with a collaborative leadership style
Essential requirements:
- Australian Citizenship, Permanent Residency, or minimum 2 years working rights (485, or partner visa)
- Sydney-based and available to work onsite full-time
- Current driver's license.
�55357;�56460; CVs to chloe.fearn@pra.com.au
☎️ 0483 967 570 - follow with a phone call
