The Role
The Service Desk Manager is responsible for leading the IT Service Desk team to deliver high-quality, customer-focused technical support across Australia and New Zealand.
This role plays a critical part in ensuring the seamless operation of IT services, driving service excellence, and embedding continuous improvement across service delivery. You will act as a key escalation point, lead a high-performing team, and ensure alignment with ITIL best practices and organisational priorities.
Based in Perth or Melbourne, this role offers the opportunity to make a real impact in a fast-paced, global environment.
In this role you will:
- Lead the day-to-day operations of the IT Service Desk, ensuring efficient, high-quality support delivery
- Manage, coach, and develop a team of Service Desk Agents based across the country
- Monitor and report on service performance, ensuring alignment with KPIs and SLAs
- Act as the primary escalation point for complex or high-priority incidents
- Drive continuous improvement initiatives to enhance user experience and service quality
- Develop and maintain service desk processes, documentation, and knowledge base resources
- Partner with internal IT teams and external vendors to deliver seamless end-to-end support
- Oversee service desk tools and platforms (including ticketing and remote support systems)
- Proactively manage stakeholder communication, service performance, and improvement initiatives
Skills you’ll bring:
- 6+ years’ experience in IT support, including 3+ years in a leadership or management role
- Demonstrated experience managing a 24*7 service desk, working with external vendors and overflow services
- Strong technical knowledge across Microsoft 365, Active Directory, desktop environments, and service management tools (e.g. ServiceNow)
- Demonstrated experience leading and developing high-performing, customer-focused teams
- Strong understanding of ITIL principles and service management frameworks (ITIL certification preferred)
- Proven ability to manage service performance through KPIs, SLAs, and reporting
- Excellent stakeholder management, communication, and conflict resolution skills
- Strong problem-solving skills with a proactive, continuous improvement mindset
What’s in it for you?
Working with a global organisation, you’ll have the opportunity to shape and elevate IT service delivery across multiple regions and business units.
We offer flexible / hybrid working, access to the latest tools and technology, additional leave options, health discounts, and a comprehensive range of employee benefits.
About APM Group
We’re a diverse team of over 16,000 people across 11 countries with a shared purpose - to enable better lives. Our purpose is the common thread that lives in everything we do, and it starts with enabling better lives for our employees and their families too.
Our work enables the people we serve to realise their ambitions and aspirations through sustainable employment, independence, better health, and wellbeing, and increased social participation.
When you join APM, you’ll have the opportunity to grow your career across global brands and geographies, while making a meaningful difference in people’s lives.
Ready to Join?
Click APPLY now and submit your application via our online recruitment platform.
For a confidential discussion, please contact Shane Bhan at Shane.bhan@apm.net.au.
At APM we are strengthened by diversity. We are committed to creating a workplace where everyone feels included, respected, and valued. We encourage applications from people of all ages, nationalities, abilities, and cultures, including Aboriginal and Torres Strait Islander peoples, the LGBTQI+ community, and people with disability.
