MSP Service Desk Leader — ITIL & Service Delivery (Canberra)

Overview We are working with a Canberra-founded Managed Services Provider delivering managed IT, cyber security, cloud, consulting and digital transformation services to a diverse national client base. They partner with organisations across Australia ranging from small and medium-sized businesses through to large enterprise and government agencies. Their work spans a broad mix of industries including critical infrastructure, professional services, and regulated environments where reliability, security and responsiveness are essential. The business delivers end-to-end technology support across service desk, infrastructure, networking, cloud platforms, cyber security, software development and business applications. With a team of 60+ professionals, they are known for combining strong technical capability with a highly responsive, customer-focused approach. The organisation is in a strong growth phase and continues to expand both its service capability and client footprint across Australia. The Opportunity Reporting to the Service Manager, this role will play a key part in leading day to day service operations while ensuring the consistent delivery of high-quality support outcomes across a diverse client setting. This is a hands on leadership role suited to someone who enjoys balancing people leadership with operational oversight. You will lead and mentor service desk staff, support incident and escalation management processes and work closely with technical teams to drive service delivery performance and continuous improvement initiatives. The environment is fast paced and client focused, making this an excellent opportunity for someone coming from an MSP or managed services background who enjoys leading teams, improving processes and building strong customer relationships. The Role
- Lead, mentoring and supporting Service Desk team members
- Manage incidents, escalations and problem management processes
- Drive service delivery performance and customer outcomes
- Support ITIL aligned service management practices
- Provide KPI reporting, trend analysis and operational insights
- Identify opportunities for continuous improvement across service delivery processes
- Support WHS activities, auditing and documentation requirements
- Promote strong communication, professionalism and customer service standards across the team The Ideal Person You have previous experience leading or mentoring technical support teams within MSP or managed services environments, along with a strong understanding of service delivery, incident management and customer support operations. You are a proactive and organised leader who can manage competing priorities while maintaining high service standards and strong team engagement. Strong communication skills and the ability to build effective relationships with both technical and non-technical stakeholders will be critical to your success in the role.
- Proven senior leadership experience within a Managed Services Provider environment
- ITIL aligned service delivery frameworks
- Incident and escalation management
- Customer focused technical support environments
- Team leadership, mentoring and coaching
- Microsoft technologies and enterprise infrastructure environments Salary / Rate To be negotiated on a case-by-case basis. How to Apply To apply online, please click on the appropriate link. Alternatively, for a confidential discussion, please contact Guy on quoting ref no 21592 . HorizonOne is committed to building a diverse and inclusive workforce and we encourage applications from people of all cultures, capabilities and backgrounds. #J-18808-Ljbffr Apply on Kit Job: kitjobau.com/job/3rrijv