- $110,000 - $125,000 + Super
- Opportunity to take ownership of the Helpdesk function
- Hybrid working arrangement - Brisbane CBD based
Our client are an established national professional services firm based in Brisbane CBD and is seeking a Technology Helpdesk Service Delivery Manager to lead and own its Helpdesk function. This is a hands-on leadership role combining day-to-day technical support with the management and continuous improvement of IT service delivery.
The role plays a critical part in delivering a high-quality end-user experience while acting as a frontline contributor to the organisation’s information security and cyber resilience.
For this position, you will need experience working in corporate environments.
Key Responsibilities
- Lead and oversee daily Helpdesk operations, ensuring strong service delivery and SLA performance
- Manage ticket queues, prioritisation, escalations, and end-to-end issue resolution
- Develop and improve Helpdesk processes, documentation, and performance reporting
- Coach, mentor, and develop a customer-focused technical support team
- Provide hands-on first and second-level technical support for users
- Identify trends in support requests and drive proactive service improvements
- Experienced in IT support or Helpdesk environments, with proven leadership capability
- Comfortable balancing people leadership with hands-on technical work
- Strong knowledge of Windows, macOS, Microsoft 365, Active Directory, and modern endpoint environments
- Familiar with ITIL principles, ticketing systems, and service performance metrics
- Security-conscious, with experience supporting secure access, endpoint protection, and incident response
- Generous parental leave, flu vaccinations and skin checks annually
- Study assistance, sophisticated employee assistance program, daily fruit and snacks, corporate discounts
If this role sounds like you, then pleas press APPLY NOW or reach out to will.davies@emanatetechnology.com.au for more info!
We are an inclusive employer committed to fostering a diverse and accessible workplace. We encourage applications from Aboriginal and Torres Strait Islander peoples, people with disabilities, LGBTQIA+ individuals, people of all ages, and those from culturally and linguistically diverse backgrounds.
