Hybrid Service Desk Manager: Lead Ops&CX, Vienna

Add expected salary to your profile for insights Lead a High-Performing IT Service Desk in a National Managed Services Environment

Limelight People are currently recruiting for an experienced Service Desk Manager to join a growing national technology organisation delivering enterprise IT support and managed services solutions across Australia.

This is an opportunity to step into a leadership role where you’ll have genuine influence across service delivery, team performance, customer experience and operational improvement.

You’ll lead a multi-level technical support team within a fast-paced environment that values accountability, collaboration and continuous improvement.

If you enjoy leading strong teams, improving operational performance and driving service excellence, this role offers the autonomy and visibility to make a real impact.

About the Role

Reporting into senior leadership, you’ll oversee the day-to-day management of a busy Service Desk supporting a diverse customer portfolio across cloud, infrastructure, networking and end-user technologies.

This role is suited to someone who can balance operational oversight with people leadership— someone comfortable managing escalations and service delivery while also coaching and developing technical teams.

You’ll play a key role in:

Driving service quality and operational efficiency Managing incidents, escalations and service priorities Improving customer outcomes and communication Developing team capability and performance Supporting workforce planning and operational growth Contributing to broader service improvement initiatives

What You’ll Bring -

We’re looking for an experienced Service Desk or IT Support leader with a strong background in MSP or enterprise IT environments with the following;

Experience leading technical support or Service Desk teams Strong understanding of IT service delivery environments Exposure to ITIL-aligned support processes Ability to manage escalations and competing operational priorities Experience improving service performance, processes and customer outcomesStrong stakeholder management and communication skills A collaborative leadership style focused on coaching and accountability Experience working with ITSM and ticketing platforms

This role will suit someone who is:

Energetic and culture focused Technically sound and confident Calm under pressure Operationally organised Customer-focused Process-driven A strong communicator and people leader

Why Consider This Opportunity?

National organisation with strong market presence Hybrid working model Leadership role with real influence and autonomy Stable, collaborative and growth-focused environment Opportunity to shape operational processes and team culture Strong long-term career progression opportunities

About Limelight People - Limelight People partners with organisations across technology, healthcare and professional services to deliver high-quality recruitment solutions nationally.

For a confidential discussion, contact ig•@limelightpeople.com.au

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