Service Desk Manager (Sydney/Melbourne/Newcastle)

Company description:

ATTURRA OPERATIONS PTY LTD

Job description:

What you'll be doing

The Service Desk Manager leads the leveraged Service Desk capability for our Managed Services business unit and is accountable for customer experience, quality, operational ownership and people leadership across the shared frontline. The role owns the service desk KPIs set and turns those measures into daily operating discipline.

This role is central to the future integrated 24x7 ANZ frontline model. It works closely with NOC leadership to build cross-skilled capability across L1, L1.5 and selected L2 monitoring activity, develops the team through coaching and runbooks, and improves service through knowledge management, automation and continuous improvement.

Key Responsibilities:

Team Leadership & Operational Ownership:

• Lead and develop the leveraged Service Desk team, setting clear expectations for customer communication, ownership and service quality.

• Provide daily prioritisation, escalation support and coaching so the team works consistently across shifts.

• Own the shared operating rhythm with the NOC lead so the future 24x7 ANZ frontline works as one team.

• Build a culture of accountability and one reporting line, rather than split ownership or co-management.

Service Desk Performance & Customer Experience:

• Deliver against KPI targets for FCR, CES, NPS, all SLA commitments, and other KPIs like reduction in aged tickets

• Use service data and customer feedback to improve customer experience and address repeat issues & Problem management.

• Maintain strong ownership of customer issues through to resolution and keep customers informed.

Quality, Coaching & Process Compliance:

• Implement and maintain a formal QA and coaching program for the team. Complete monthly coaching, call reviews and ticket audits with a focus on quality, ownership and documentation.

• Ensure ticket handling, escalation, closure and documentation standards are followed consistently.

Frontline Capability & 24x7 Readiness:

• Cross-skill the team in NOC monitoring, event management and frontline support tasks where required.

• Build runbooks, handover routines and knowledge so the team can support after-hours and 24x7 coverage without relying on a few individuals.

• Ensure the Service Desk can work as part of a unified ANZ frontline as the model matures.

Incident, Problem & Escalation Management:

• As part of a 24x7 operating environment, participate in an agreed on-call and escalation roster for major incidents and critical service events outside ordinary hours, subject to applicable law, rostered coverage and reasonable additional hours.

• Ensure the Service Desk participates in Priority 1 incidents, major incidents and post-incident reviews.

• Maintain monthly problem reviews for recurring issues and make sure escalations are handled quickly and clearly.

• Own service recovery communication where no dedicated SDM is assigned, and keep stakeholders informed.

• Knowledge Management, Automation & Continuous Improvement: Ensure recurring issues have an article or documented workaround.

• Drive knowledge growth, automation and AI-enabled improvements that remove low-value work and improve consistency.

• Reporting & Stakeholder Engagement: Provide clear operational reporting, insights and recommendations to leadership.

• Work with customer-facing leaders, NOC and resolver teams to improve service, remove bottlenecks and support key customers.

Service Improvement Projects & Business Support:

• Contribute to onboardings, service changes, transition work and improvement projects that affect the frontline.

• Help the service desk stay ready for growth, including future opportunities and the future integrated ANZ operating model.

What will make you successful in this role?

• Demonstrated leadership experience in a service desk, shared services or frontline support environment. Formal tertiary qualifications are welcome but not essential for internal applicants.
• Leadership & People Management: Strong people leadership, coaching and conflict resolution skills.
• Able to build team discipline, lift accountability and keep the team focused on customer outcomes.
• ITIL Knowledge & Process Orientation: Strong working knowledge of ServiceNow, incident / service request handling, escalation paths and quality controls. ITIL knowledge is desirable.
• Able to turn KPI data into practical coaching, process improvements and day-to-day operating decisions.
• Technical Skills: Comfortable working across L1, L1.5 and selected L2 / monitoring tasks in a blended frontline model.
• Experience supporting knowledge management, self-service and automation initiatives.
• Stakeholder Management & Communication: Able to communicate clearly with customers, peers and leaders, including during escalations or incidents.
• Experience partnering across NOC, SDM, resolver groups and customer-facing teams to manage expectations and service recovery.
• Drive for Results: Organised, accountable and comfortable leading through change. Able to balance daily operations with improvement work and deliver against agreed KPIs.

Working conditions

• Full time permanent opportunity
• Based in Sydney, Melbourne or Newcastle
  

Why is this an exciting opportunity?

Atturra is one of the fastest growing ASX-listed advisory and IT solutions companies in Australia, giving you a strong foundation to fulfil your career ambitions.

We currently have 1300+ professionals working across Australia, New Zealand, Singapore and Hong Kong who are using innovation to lead the way.

The Managed Services division of Atturra provides leading Hybrid IT, Private Cloud, and Connectivity services, backed by decades of industry experience. Our expertise, combined with the strength of our people, makes us one of the most complete and prominent "as-a-service" providers in the market.

What our people say:
"Atturra has a great working environment and management are very supportive of their staff. We celebrate success and have fun while working hard."

Why you'll love working here

Culture of possibility
At Atturra we embrace innovation within our teams, fostering an environment of possibility and growth. We believe in creating a supportive and welcoming culture, where everyone is encouraged to achieve success through collaboration, hard work and dedication.

A strong set of company values
Our culture is reflected by our employees who demonstrate camaraderie, innovation, dedication, respect and excellence in everything they do. These traits have become integral to the way we do business and are the values we strive for.

Valuable employee benefits

• Career growth via succession planning, internal mobility programs, and mentorship opportunities.
• Ongoing investment in professional development through industry certifications.
• Employee benefits, recognition, and wellbeing platform
• Mental health support through our Employee Assistance Program.
• Support for family and caring responsibilities, including paid parental leave.
• Employee referral program, with monetary incentives offered.
  

Commitment to Diversity, Equity, and Inclusion

At Atturra, we are committed to addressing the digital skills gap and championing diversity, equity, and inclusion. We welcome applications from individuals of all backgrounds — including Veterans, Aboriginal and Torres Strait Islander people, people with disability, members of the LGBTQI+ community, culturally diverse individuals, and other underrepresented groups.

Commitment to supporting Australia's veterans
We are proud to be recognised as a Veteran Friendly Employer under the Department of Veterans' Affairs Veteran Employment Commitment (VEC). Atturra is dedicated to supporting Australia's veteran community by enhancing recruitment, support, retention, and leadership opportunities. Our goal is to ensure veterans build meaningful and impactful careers with us.

What our people say:
"Atturra has a great working environment and management are very supportive of their staff. We celebrate success and have fun while working hard."

How to apply

All applications must be submitted online via our Careers page. Late applications or those sent by email will not be prioritised. Please ensure your application is complete and that you have answered all required questions before submitting.

Talent Pool
This recruitment process may also be used to create a talent pool for similar ongoing or temporary opportunities that may arise within the next 12 months.

Recruitment Agencies and Headhunters

Our Talent Acquisition team is managing this recruitment process and will reach out if additional support is required. Atturra only accepts referrals from agencies on our official supplier list via the Agency Portal. To participate, agencies must complete our procurement process, hold an approved fee agreement, and be formally invited by the Talent Acquisition team for a specific vacancy.

Submissions made outside of this process will not be considered. We also request that agencies do not contact Atturra employees outside the Talent Acquisition team regarding hiring matters.

Agencies interested in joining our official supplier list may send an expression of interest to ••••@atturra.com. Please note, our supplier list is reviewed annually