Service Desk Manager - IT Managed Services

Salary: Competitive to market

Productiv is looking for an experienced Service Desk Manager to lead the day-to-day performance of our service desk and help us continue raising the standard of service we provide to our clients.

This is a hands-on leadership role for someone who understands that a high-performing service desk is built through clear expectations, good data, sustainable workloads and consistent coaching.

You will take ownership of service delivery across the desk, including SLA performance, incident response, escalations and service quality. Just as importantly, you will develop the capability of the people around you and create an environment in which engineers can do their best work.

About Productiv
Productiv provides enterprise-grade managed IT, cyber security and professional services to small and medium-sized organisations across Australia.
Based at Brisbane Technology Park in Eight Mile Plains, our team supports clients across a diverse range of industries through responsive technical support, proactive IT management and practical technology advice.

We are independently certified to ISO 27001 for Information Security Management and ISO 9001 for Quality Management. These certifications reflect the importance we place on security, consistency and continuous improvement.
The opportunity

As Service Desk Manager, you will own the day-to-day execution and performance of Productiv's service desk.

You will work closely with our technical account managers and operations leadership to balance client expectations, team capacity and business priorities. You will have the authority and accountability to identify where service is falling short, understand why and lead the improvements required.
Your responsibilities will include:

• Taking ownership of service desk performance, including SLA achievement, incident response, escalations and overall service quality.
• Monitoring key service measures such as response and resolution compliance, time to resolution, ticket reopen rates and handle times.
• Turning service data into practical decisions and measurable improvement initiatives.
• Balancing team capacity, utilisation and escalation workloads so expectations are met without creating unsustainable pressure.
• Identifying recurring service issues and working with the broader technical team to remove their underlying causes.
• Coaching and developing service desk team members to improve capability, consistency and professionalism.
• Establishing clear expectations and maintaining appropriate records of coaching, development and performance discussions.
• Keeping technical account managers informed about priority client matters, service risks and portfolio changes.
• Managing service desk systems and user accounts.
• Supporting the onboarding of new clients in partnership with the principal technical account manager.
• Contributing positively to Productiv's workplace culture and helping build a team people want to be part of.

About you
You are an experienced service desk leader who is equally comfortable working with performance data, managing escalations and coaching technical people.
You bring sound judgement and composure when priorities compete, clients require attention and the team needs direction. You hold people accountable, but you also understand that sustainable improvement comes from clear leadership, practical support and consistent follow-through.
Ideally, you will offer:

• At least two years' experience leading a service desk, helpdesk or technical support team.
• Knowledge of Modern Workplace solutions M365 and more.
• Experience within an IT managed service provider or similarly client-focused technical environment.
• A good working knowledge of professional services automation, remote monitoring and technical documentation platforms.
• The ability to interpret service reporting and translate it into practical operational improvements.
• Demonstrated experience coaching and developing technical team members.
• Strong communication skills with technical professionals, business stakeholders and clients.
• The ability to prioritise effectively across escalations, resourcing demands and service commitments.
• Personal integrity, accountability and the ability to remain composed under pressure.

Why join Productiv?
This is an opportunity to take genuine ownership of an important business function.

You will join an established Brisbane technology business that values service quality, continuous improvement and long-term client relationships. You will be able to influence how the service desk operates, develop the team around you and see the direct results of the improvements you lead.

If you are an experienced service desk leader who wants more than simply keeping the tickets moving, we would like to hear from you.

Apply now with your résumé and a short covering note outlining your experience leading a technical service desk or support team.