Service Desk Manager

Worktype:Full Time

Are you a self-starter who loves engaging with customers and excited by the latest innovations in technology? Are you passionate about collaborating with a fun and switched-on team? If so, you could be a good match for Atarix!

ATARIX is growing in leaps and bounds and we are looking for a Service Desk Manager to join our services team based in Sydney. This role is perfect for someone wanting to work in the dynamic environment offered by an expanding tech business.

Our mission is to give businesses more time back and allow our clients to focus on the things that matter. We do this by simplifying cloud adoption for our clients. Microsoft 365 & Azure are key technologies in our cloud and modern workplace go-to-market areas. We obsess over designing, implementing, and supporting our solutions and by following our proven processes our clients achieve their business goals and maximise productivity.

As the Service Desk Manager, you will drive positive outcomes and experiences for our customers and ATARIX. You will lead our Service Desk team and mentor staff through technical and customer service challenges as well as manage team members growth through development planning and goal setting.

We are seeking an individual that knows what good looks like and who wants to grow themselves and continuously improve the people and operation of our managed services. There will be opportunities to grow and develop your technical and leadership skills given the backdrop of a growing business and healthy pipeline of work.

Duties and Responsibilities:

  • Single Point of contact for key clients
  • Mentoring, Supervising, and training junior technicians and staff
  • Analyse service desk data and identify initiatives to improve the service desk and customer environments
  • Managing the escalation of major issues
  • Managing the relationship between Service Desk and other internal teams
  • Measure and improve staff satisfaction within the Service Desk
  • Measure and improve client satisfaction with the Service Desk
  • Responsible for documenting and improving policies, processes, procedures, and collateral

In this role you will:

  • Champion ITIL practices and processes for the Service Desk team
  • Manage the operations of the Service Desk to ensure service standards are met and maintained in line with company-defined objectives
  • Allocate unassigned tickets promptly and ensuring that Priority 1 requests are actioned within the defined SLA
  • Report on the performance of the Service Desk and use data as a tool ensure that the team is healthy and measure customer satisfaction
  • Analyse current business practices, processes and procedures and identify areas for improvement
  • Monitor the health and consistency of customer environments
  • Ensure the timely answering of support phone calls during business hours
  • Manage after-hours rostering
  • Ensure that documentation, asset management is up to date
  • Team management, development of staff, regular one-on-ones, performance feedback and rostering
  • Manage the personal development plans for the team and individuals
  • Strategic reviews of department and improvement plans to Senior Management
  • Monitor and train the team on the phone and in emails and provide reminders and guidance to the team or individuals when required on customer service best practices
  • Ensure that any issues or complaints raised by clients are responded to promptly and handled to completeness
  • Lead exciting client projects and be able to coordinate a team to achieve project deliverables
  • Work with the broader ATARIX team on delivering internal initiatives and client outcomes
  • Assist in presale activities with clients to understand requirements and propose solutions
  • Contribute to client project proposals

Opportunities for this role:

  • Working with enthusiastic individuals who want to learn and grow
  • Working on leading edge cloud technologies for clients to extend capabilities
  • Deliver exceptional customer service driven through a skilled team who care
  • Growing the team as we scale
  • Develop and hone skills across disciplines aligned with our strategic direction

On Day 1 we expect you to have:

  • Exceptional customer service and interpersonal and communication skills (both written and verbal).
  • A keen desire to help solve customers’ problems and troubleshoot technical issues.
  • Have a natural curiosity for technology and interest in cloud technologies.
  • A commitment to role model change.
  • A positive can-do attitude and can think critically and can translate business requirements into solutions.
  • Flexibility and proven experience collaborating in a team environment.
  • Ability to actively listen to customer feedback to contribute to Atarix’s ongoing product and service improvements.

It would be great but not a requirement that you have:


  • A proven track record working as a Service Desk Manager, lead, or similar role in an MSP environment
  • Maturity to manage yourself and lead by example to guide and mentor junior staff
  • Passion for cloud technologies and Microsoft products
  • Have a passion for customer service and to deliver awesome
  • Experience in leading and delivering projects for SME clients or environments
  • Comfortable with managing customer escalations
  • Ability to showcase good leadership skills to carry team members along
  • Ability to work under pressure and demonstrate methodical approach to solving problems
  • Professional phone manner
  • Excellent attention to detail
  • Have excellent communication skills and a strong customer service focus
  • Ability to contribute knowledge and experience in pre-sales activities
  • Positive approach to change


    • Intermediate knowledge of Modern Workplace technologies that includes Microsoft 365, Security, Networks and Telephony (VOIP).
    • Expertise in troubleshooting and problem-solving issues related to EUC, Networks and Microsoft technologies
    • Proficient in documenting Standard Operating Procedures and manuals for internal staff
    • Experience with Professional Services Automation processes and software (ticketing system)
    • Experience with scripting and automation, and able to read and write scripts to simplify administration and deployment tasks
    • Experience with migrations and onboarding new customers of key workloads (email, files, apps, network and telephony) to the cloud

It would be great but not a requirement that you have:

  • Microsoft, Cisco Meraki and/or relevant vendor certifications
  • ITIL Certification
  • Project Management experience and/or certifications
  • Understanding of Agile methodologies, such as Kanban or Scrum

Working at Atarix 

Our MO is all about creating an environment where people feel they belong and so love coming into work every day. Working at ATARIX means you’ll be part of a supportive, productive team that loves to kick goals and knows how to have fun! Being part of this amazing team will inspire you to contribute and help us shape initiatives to drive positive change for ourselves and our awesome clients.

We have five company values that guide us in everything we do:

  • Deliver Awesome
  • Heart is at the centre
  • Integrity is a must
  • Embrace growth
  • Fun is fuel

Atarix takes a caring, determined, and innovative approach to ensure our clients get maximum benefit and value for money.

We are Cloud experts who leverage the most innovative Cloud practices to help our clients increase productivity, improve communication, and enhance collaboration. Our diverse and in-depth industry experience allows us to properly assess existing environments, understand requirements, and tailor an off-the-shelf scalable solution to meet each of our client’s needs.

Benefits of working at Atarix

    • Flexible working arrangements
    • Be part of an amazing culture that makes you love working at Atarix!
    • Regular team building and social events
    • A focus on Learning and Development