Service Desk Manager

Intelliworx is a fast-growing MSP with offices in Sydney, London, Chicago, and Manila. We provide our small, mid‑tier enterprises and multi‑nationals clients design, management, cyber security, and support for their information technology infrastructure. We are a cloud first organisation, building our solutions around Microsoft’s extensive cloud offering, both M365 and Azure. We are currently looking to expand our team to accommodate our exceptional business growth. This role / position will report to the Service Operations manager - Australia. About the Job Intelliworx has an exciting opportunity for someone to join as our Sydney based Service Desk Manager. This is a senior role, and you will be part of a dynamic, global, and collaborative team that is passionate about helping customers achieve their goals with our innovative solutions and services. You will be responsible for the service desk for our clients IT environments, ensuring SLAs are met and providing on time delivery of new solutions. This role will involve hands on delivery and a broad range of technical skills in managing diverse operational environments with a focus on delivering exceptional customer service. Partner liaison is essential. Responsibilities Responsible for the delivery and obligations of contracted services (SLAs, KPIs, Etc.) Maintain and develop relationships with key customer stakeholders Responsible for managing client communication and expectations Leading a team of service desk and technical engineers supporting existing clients Hands on support for our clients Act as the first point of service escalation for resolver groups to our clients. Leading service review meetings, creating and presenting agreed KPI reports Embedding and driving compliance with policy and standard operating procedures Ensuring maximum value from service contracts including partner performance Ensure documentation is created and managed Delivering change control and request management processes The following skills are REQUIRED 5 years + experience in Service Desk manager, preferably in Managed IT, with commercial and operational experience as a Service Desk Manager across multiple concurrent accounts. Minimum 2 years’ experience working for an MSP Educated to degree level or relevant experience You will have excellent troubleshooting and problem‑solving skills Attention to detail in reporting and administrative activities. Customer orientated with the ability to work on your own initiative, create and build excellent relationships Excellent communication and interpersonal skills. Ability to take ownership of and manage small scale projects. Goal and service‑oriented with a sales approach. Willingness to learn new subjects and present these to customers. Flexible and adaptable to changing priorities and environments. Don’t worry if your experience doesn’t line up perfectly – we still encourage everyone to apply. We believe in investing in our teams’ professional growth. We are looking for people with the following qualities: Reliable and dependable. The ability to take the initiative and work unsupervised. Excellent customer service & communication skills both verbal and written. Dedicated, hardworking, and a self‑starter, be proactive use initiative. PLEASE NOTE: Only short‑listed candidates will be contacted. Please do not apply if you do not have the necessary VISA to work fulltime in Australia. Be careful - Don’t provide your bank or credit card details when applying for jobs. Don't transfer any money or complete suspicious online surveys. If you see something suspicious, report this job ad. #J-18808-Ljbffr