Service Desk Manager (IT Service Management)

Location: Based in Sydney, Melbourne or Newcastle, Australia

Company

hirify.global is an ASX-listed Australian advisory and IT solutions company providing Managed Services, Hybrid IT, Private Cloud and Connectivity services.

What you will do

• Lead and develop a shared Service Desk team across daily operations, prioritisation, escalations and coaching.
• Own service desk KPIs including FCR, CES, NPS, SLA commitments and aged-ticket reduction.
• Coordinate with NOC leadership to build a unified 24x7 ANZ frontline across L1, L1.5 and selected L2 monitoring activities.
• Implement quality assurance through coaching, call reviews, ticket audits and process compliance.
• Manage Priority 1 incidents, major incidents, service recovery communication and recurring-problem reviews.
• Drive knowledge management, runbooks, automation and AI-enabled improvements, while supporting service transitions and onboardings.

Requirements

• Demonstrated leadership experience in a service desk, shared services or frontline support environment.
• Strong people leadership, coaching, conflict resolution and stakeholder communication skills.
• Working knowledge of ServiceNow, incident and service-request handling, escalation paths and quality controls.
• Comfort working across L1, L1.5 and selected L2 or monitoring tasks in a blended frontline model.
• Experience with knowledge management, self-service, automation and KPI-driven service improvement.
• Willingness to participate in an agreed on-call and escalation roster for major incidents and critical service events outside ordinary hours.

Culture & Benefits

• Full-time permanent employment in a growing ASX-listed IT solutions company.
• Career growth through succession planning, internal mobility and mentorship.
• Professional development and support for industry certifications.
• Employee benefits, recognition and wellbeing platform, including mental health support through an Employee Assistance Program.
• Support for family and caring responsibilities, including paid parental leave.
• Inclusive workplace culture focused on collaboration, innovation, respect and excellence.

Hiring process

• Submit a complete application online through the hirify.global Careers page.
• The recruitment process may also be used to create a talent pool for similar opportunities arising over the next 12 months.