An exciting opportunity has become available for an experienced Technology Services Manager to join a well-established and growing Managed Services Provider based in Perth.
This is a leadership role where you'll be responsible for the day-to-day management of a high-performing Service Desk team of approximately 12 engineers, ensuring exceptional service delivery across a diverse client portfolio. You'll play a key role in driving operational performance, maintaining SLA compliance, developing your team, and identifying opportunities to continually improve service delivery.
The business has built an excellent reputation within the Perth market, has ambitious growth plans, and offers genuine career progression as the organisation continues to expand.
Key Responsibilities
- Lead, mentor and develop a team of approximately 12 Service Desk and technical support professionals.
- Conduct regular one-on-one meetings, performance reviews and coaching sessions to support individual development.
- Ensure Service Level Agreements (SLAs) are consistently achieved across all managed clients.
- Monitor service performance using ticketing system data and operational reporting.
- Analyse trends, identify recurring issues and implement process improvements to enhance service delivery.
- Coordinate workloads, resource planning and escalation management across the team.
- Work closely with customers to ensure a consistently high level of service and communication.
- Collaborate with technical leads and senior leadership to improve operational efficiency.
- Drive a culture focused on customer service, accountability and continuous improvement.
- Assist with recruitment, onboarding and the ongoing development of the Service Desk function.
We're looking for someone who enjoys leading people just as much as improving operational performance.
You'll ideally bring:
- Previous experience leading a Service Desk, Service Delivery or Technical Support team within a Managed Services environment.
- Strong understanding of SLA and KPI management.
- Experience analysing ticketing data to identify trends, improve workflows and optimise team performance.
- Excellent people leadership skills with experience conducting 1:1s, mentoring and developing technical teams.
- Strong customer relationship and stakeholder management skills.
- Exceptional organisational and coordination abilities.
- A continuous improvement mindset with the ability to implement new processes and efficiencies.
- ITIL knowledge or exposure would be highly regarded.
- $120,000 + Super + Company Vehicle or $130,000 + Super.
- Join a successful and growing Managed Services Provider with an outstanding reputation.
- Lead an established, collaborative and supportive team.
- Genuine career progression as the business continues to expand.
- Opportunity to influence the direction of the Service Desk and drive meaningful improvements.
- Supportive leadership team that values innovation, initiative and professional development.
- A positive team culture where your ideas and contributions will be recognised.
