Desktop Support Manager
Lead an experienced Desktop Support team supporting a large, multi-site organisation across Western Australia. Based in Osborne Park, this is a permanent IT leadership opportunity managing a team of 6–7 Desktop Support professionals providing onsite and end-user support across multiple locations.
This is a people leadership role first and foremost. We’re looking for an experienced Desktop Support Manager, IT Support Manager, Site Support Manager or Field Services leader who knows how to lead technical people, manage escalations and build strong relationships with the business. This position is based onsite in Osborne Park five days per week.
The role
You’ll have direct responsibility for a team of 6 -7 providing Desktop Support, Site Support and End User Computing services across a geographically dispersed environment. You’ll lead the day-to-day operation, coach and develop your team, manage service performance and escalations, and ensure users across multiple locations receive consistent, responsive IT support.
Your responsibilities will include:
- Lead, coach and develop a team of 6-7 Desktop Support professionals.
- Manage day-to-day Desktop Support, IT Site Support and End User Support across multiple WA locations.
- Set clear expectations, manage performance and support the development of your team.
- Manage escalations and provide calm, decisive leadership during high-priority incidents.
- Monitor ticket queues, SLAs, KPIs, service performance and team workload.
- Act as a senior escalation point for both the team and business stakeholders.
- Build strong relationships with stakeholders across operational and corporate environments.
- Drive continual improvement across IT support processes and the end-user experience.
- Support incident, problem and change management within an ITIL environment.
- Oversee hardware lifecycle, IT asset management and vendor relationships.
- Coordinate hardware deployments, technology rollouts, office moves and site-based IT activities.
- Create a positive, accountable and customer-focused team culture.
What we’re looking for
You’ll already have experience leading people within Desktop Support, IT Support, End User Computing (EUC), Workplace Technology, Site Support or Field Services. This role will suit someone who enjoys being close to their team and the business, can communicate confidently with stakeholders and remains calm and solutions-focused when things don’t go to plan.
You’ll bring:
- Demonstrated experience directly managing a Desktop Support, IT Support, EUC, Site Support or Field Services team.
- Strong people management experience, including coaching, mentoring, performance management and developing technical staff.
- Experience supporting a multi-site or geographically dispersed organisation.
- Strong stakeholder management and communication skills.
- Experience managing incidents, escalations, SLAs and service delivery.
- Knowledge of ITIL service management practices, including incident, problem and change management.
- Good technical understanding of Microsoft desktop environments, end-user computing, hardware and workplace technologies.
- Experience with IT asset management, hardware lifecycle and vendor management.
- Strong customer service focus and the ability to build trusted relationships across the business.
- The ability to prioritise competing demands and remain calm and decisive in a busy operational environment.
You don’t need to be the most technical person in the team. You do need enough technical understanding to lead experienced support professionals, ask the right questions and provide direction when issues escalate.
Why consider this opportunity?
- Lead an established team
- Take ownership of Desktop and Site Support
- Join a large, established organisation
- Genuine people leadership role where you can coach, develop and influence your team.
- Opportunity to improve service delivery and the end-user experience.
- Broad stakeholder exposure across the organisation.
- Permanent position based in Osborne Park.
If you’re an experienced Desktop Support Manager, IT Support Manager, Site Support Manager, EUC Manager or Field Services leader looking for your next opportunity in Perth, we’d like to hear from you.
Apply now for a confidential discussion.