Service Desk Manager

Let’s be honest. Running a Service Desk can sometimes feel like air traffic control, except the planes are tickets, the runway is a queue, and someone’s printer is always on fire. That is exactly why we are looking for another Service Desk Manager who thrives on organising chaos, enjoys leading smart technical people, and knows how to turn a busy support environment into something that runs smoothly, calmly, and with the occasional well timed dad joke. At First Focus, our Service Desk Managers lead pods of up to 15 support professionals and support technicians, keeping our clients happy, our team supported, and our service standards high. We are especially looking for someone who genuinely understands what the customer on the other end of the ticket actually needs, not just what the ticket technically says. If you like building strong teams, solving problems before they become problems, and helping talented people grow into even better ones, you might be our person.

About First Focus First Focus is Australia’s best mid market Managed Service Provider. That is not just us bragging, we have been voted #1 MSP in Australia for 9 years running on CloudTango. Because of this, we are growing fast and are adding new pods to support new customers (another reason we need another Service Desk Manager) and so now have almost 400 staff across Australia, New Zealand and the Philippines. We support mid sized organisations with enterprise level capability, but without the bureaucracy, politics, or soul crushing ticket escalations to five layers of management. Most importantly, we work hard to be a place where good people actually enjoy working. Our culture is built around being informed, aligned, supported, and rewarded for great work. Our team lives by values like Be the Solution, Win Together, and Never Stop Growing, which you can read more about here: https://www.firstfocus.com.au/about-us/. In practical terms, that means hiring smart people, trusting them to do their jobs, and giving them the support and training to keep improving.

Why this role matters A great Service Desk Manager does more than just watch dashboards and ask why tickets are still open. You build a team that clients trust, support technicians enjoy being part of, and the rest of the business can rely on when things get busy. That means: • creating an environment where support professionals can do their best work

• helping technicians think about problems from the customer’s perspective, not just the technical one • coaching people who want to grow • supporting those who need guidance • and occasionally making thoughtful, fair decisions about team fit when something simply is not working for the group

We are not looking for someone who swings the axe. We are looking for someone who builds strong teams, backs their people, and has the confidence to make calm, sensible decisions that help everyone succeed. In other words, someone who leads like an adult, treats people like adults, and always keeps the customer experience front of mind.