Service Desk Manager
Sydney, NSW | 12-Month Contract | Potential Extensions
We are seeking a Service Desk Manager to lead a high-performing team of 12 Level 1 and Level 2 support professionals within a dynamic, technology-driven financial services organisation. This role offers the opportunity to transform a traditional support function into a modern, AI-enabled digital workplace service that delivers operational excellence, proactive support, and outstanding customer outcomes.
This is an initial 12-month contract with strong potential for extension.
The Opportunity
As the Service Desk Manager, you will lead the delivery of end-user support services across the organisation while driving continual improvement, intelligent automation, and AI-first service management practices.
You will be responsible for developing a high-performing team, managing service delivery, improving operational efficiency, and partnering with technology and business stakeholders to create a seamless digital employee experience.
This role is ideal for a forward-thinking leader who combines strong people management skills, IT service management expertise, and a passion for leveraging emerging technologies to improve service outcomes.
Key Responsibilities
Leadership & People Management
- Lead, mentor and develop a team of approximately 12 Service Desk Analysts and Senior Support Engineers.
- Foster a high-performance culture focused on customer experience, accountability, learning and continuous improvement.
- Conduct performance reviews, career development planning and regular coaching sessions.
- Manage workforce planning, rostering, onboarding, leave coverage and succession planning.
- Create an inclusive, collaborative and positive team culture aligned with organisational values.
Service Desk Operations
- Own the day-to-day delivery of Level 1 and Level 2 end-user support services.
- Ensure service levels, operational targets and customer experience measures are consistently achieved.
- Manage incident, request, problem and escalation processes.
- Act as the primary escalation point for critical incidents and major business-impacting issues.
- Work closely with infrastructure, cloud, cyber security, application and vendor teams to resolve issues efficiently.
- Maintain clear communication with users and stakeholders during service disruptions.
AI-First Service Delivery
- Drive the adoption of AI-powered service management capabilities, including virtual agents, copilots, intelligent ticket routing and automated knowledge generation.
- Identify opportunities to automate repetitive support activities and increase first-contact resolution rates.
- Utilise service data, analytics and AI-driven insights to proactively identify and address recurring issues.
- Champion self-service, digital employee experience and zero-touch support initiatives.
- Promote responsible AI adoption through appropriate governance, security and human oversight.
- Develop team capability in automation, modern workplace technologies and AI-assisted support practices.
Service Management & Continuous Improvement
- Maintain and enhance ITIL-aligned incident, request, problem, change and knowledge management processes.
- Deliver operational reporting, service dashboards and actionable insights for technology leadership.
- Lead continual service improvement initiatives driven by customer feedback and performance data.
- Conduct root cause analysis and coordinate remediation activities for recurring issues.
- Ensure support documentation, knowledge articles and operational procedures remain current and effective.
Stakeholder & Vendor Management
- Build strong relationships with business stakeholders and technology teams.
- Act as the voice of the end user across Technology Operations.
- Communicate service performance, risks and improvement initiatives to both technical and non-technical audiences.
- Manage vendor relationships and monitor service delivery performance.
- Ensure support practices align with financial services regulatory, security and compliance requirements.
Technology Environment
You'll work across a modern enterprise technology landscape including:
- Windows 11
- Microsoft 365, Teams and Exchange Online
- Microsoft Intune
- Microsoft Entra ID and Active Directory
- Endpoint security and vulnerability management solutions
- ServiceNow, Jira Service Management, Freshservice or similar ITSM platforms
- Power Automate, workflow automation, virtual agents and copilots
About You
To be successful in this role, you will bring:
- 5+ years' experience managing a Service Desk, End User Computing or Digital Workplace function.
- Proven success leading Level 1 and Level 2 support teams within complex enterprise environments.
- Strong expertise across Microsoft technologies including Microsoft 365, Windows, Intune and Entra ID.
- Experience working within regulated industries such as banking, financial services, insurance or wealth management.
- Strong understanding of ITIL principles and enterprise service management practices.
- Demonstrated experience managing SLAs, KPIs, major incidents and service performance.
- Excellent leadership, stakeholder management and communication skills.
- Strong analytical, problem-solving and decision-making capabilities.
- Experience producing operational reporting and executive-level dashboards.
Highly Regarded
- Experience implementing AI-enabled support models, virtual agents or intelligent automation solutions.
- ITIL Foundation, Practitioner or Managing Professional certification.
- Microsoft Modern Workplace, Endpoint Management or Cloud certifications.
- Exposure to Power Platform, scripting, chatbots, copilots and automation technologies.
- Experience enhancing Digital Employee Experience (DEX) programs and employee sentiment measurement.
- Hybrid cloud and modern workplace environment experience.
To be considered for this opportunity click the 'Apply' button, or for more information about this and other opportunities please contact Shrividya Shivashankar. Please quote our job reference number: 678570.
About us
Workforce Solutions is a division in the Australia and New Zealand region of NTT Ltd. and includes the former Viiew as part of its broader expertise and capabilities. The Workforce Solution division specialize in workforce-as-a-solution services, allowing clients the flexibility to augment or strengthen their team with a specialized workforce who offer deep experience and expertise in digital, data, security, infrastructure, project solutions and business transformation. Our highly experienced and skilled teams are supported by extensive training and enablement, ongoing technical assessments and our global network as part of NTT Ltd. All team members of Workforce Solutions are selected for the depth of their knowledge and experience in their particular field, as well as their professionalism and ability to integrate into our client’s workplace environment. To ensure the best match, we encourage clients to be involved in selecting their Workforce Solutions consultants.
NTT Ltd. is a leading global technology services company. Working with organizations around the world, we achieve business outcomes through intelligent technology solutions. For us, intelligent means data driven, connected, digital and secure. As a global ICT provider, we employ more than 40,000 people in a diverse and dynamic workplace that spans 57 countries, trading in 73 countries and delivering services in over 200 countries and regions
NTT is proud to be an equal opportunity employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category.