This is an opportunity to join a well-established Australian organisation operating within the Defence sector, supporting critical technology services across a complex and highly secure environment. This role will be based between Winston Hills and Sydney CBD.

Working as part of a collaborative technology leadership team, you will take ownership of the Service Desk function, leading a team responsible for delivering high-quality IT support services to a diverse national user base. The organisation offers a strong team culture, ongoing investment in technology, and the opportunity to contribute to meaningful work supporting nationally significant programs.

The Role

As Service Desk Manager, you will lead the day-to-day operations of the Service Desk, ensuring exceptional customer service, operational efficiency, and adherence to service delivery standards.
You will be responsible for developing team capability, driving continual service improvement initiatives, managing escalations, and working closely with internal stakeholders to ensure technology services align with business requirements.
This role combines people leadership, operational management, and service improvement, making it ideal for a leader who enjoys building high-performing teams while maintaining a strong focus on customer outcomes.

Key Responsibilities

• Lead, mentor and develop a team of Service Desk professionals;

• Manage day-to-day Service Desk operations, ensuring service levels and customer expectations are consistently achieved;

• Drive a culture of accountability, customer service excellence and continuous improvement;

• Monitor and report on Service Desk performance, trends, KPIs and SLAs;

• Oversee incident, request and escalation management processes;

• Collaborate with Infrastructure, Cyber Security and Project teams to ensure seamless service delivery;

• Identify opportunities to improve processes, workflows and user experience;

• Support workforce planning, resource allocation and team development initiatives; and

• Build strong relationships with stakeholders across the business.

About You

You are an experienced Service Desk or IT Support leader who combines strong operational management skills with a genuine passion for developing people and improving customer outcomes.

You will bring:

• Previous experience leading an IT Service Desk, Helpdesk or End User Support function;

• Strong understanding of ITIL principles and service management best practices;

• Experience managing service levels, KPIs and operational reporting;

• Demonstrated success leading, coaching and developing technical support teams;

• Excellent stakeholder engagement and communication skills;

• Strong problem-solving, organisational and decision-making abilities;

• Experience working within structured, security-conscious environments is highly regarded; and

• Australian Citizenship and the ability to obtain and maintain a Defence security clearance.

What's on Offer

• Opportunity to lead an established Service Desk function supporting critical technology services;

• Work within a secure, enterprise-scale technology environment;

• Collaborative and supportive leadership team;

• Stable, long-term career opportunity within a growing organisation;

• Professional development and career progression opportunities; and

• Competitive salary package and employee benefits.

For a confidential discussion regarding this opportunity, please submit your application. Further information will be provided to shortlisted candidates.

How to Apply 
 
Due to the anticipated volume of applications, only shortlisted candidates will be contacted.

For more information or a confidential discussion please click to reveal the contact details for Mariam Iskandar at u&u on 02 8245 7904 quoting reference number 45391.
 
At u&u Recruitment Partners, we value diversity, equity and inclusion. We welcome applications from Aboriginal and Torres Strait Islander people, people with diverse cultural and linguistic backgrounds and people with disability.  
 
Should you require reasonable adjustments or have a preferred method of communication throughout the recruitment process, we encourage you to make a request via adjustments@uandu.com or contact u&u on 02 8245 7900 to discuss. In response to these requests, we will collaborate closely with you to implement the appropriate adjustments.  
 
Additionally, for a barrier-free and inclusive online experience, you can access u&u’s opportunities using accessibility software Recite Me at https://www.uandu.com/jobs.   
 
Please submit your resume in Word format only.