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Service Desk Manager - Melbourne



About the job

Asta is a leading full-service technology and consulting agency. Beyond our IT acumen in software, web and mobile app development, our fit-for-purpose managed service solutions and our ground-breaking AI and blockchain technologies, there’s something more.

Our relentless commitment to people. And not just our customers, but our team.

Due to a growing client base we are currently looking for a Service Desk Manager to drive our culture of service excellence in this area of our business. You will provide direction and inspiration to your team, driving employee engagement and ensure the team are communicated with effectively.

You will be a passionate and driven individual who prides themselves on their ability to offer an extraordinary customer experience; accountable for the day to day management and successful operation of Asta’s Service Desk function and the team members under your remit.

To be successful in this role you must have a strong technical background and prior experience managing an IT Service Desk.


The key areas of responsibility for this role include:

Service Desk Operations: 

Developing, coordinating, and implementing processes and procedures to achieve optimal team workflow

  • Manage and co-ordinate the processing of incoming calls/tickets to ensure timely and effective resolution of incidents and requests
  • Develop and implement ticket handling and escalation policies and procedures
  • Develop and implement team and inter-team workflow processes

Manage Incidents and Service Requests: 

Achieve increased productivity and minimise disruptions through quick resolution of user queries and incidents

  • Lead, co-ordinate and allocate incidents and requests
  • Be an escalation point and provide co-ordination and support for the Service Desk during high severity incidents

Contribute to Service Improvement: 

Create improved outcomes and ensure the effective use of resources

  • Provide reporting on call volumes and incident trending
  • Contribute to Service Level reporting to Management.
  • Lead team planning, decision making and service improvement activities.
  • Implement service improvement ideas.

People Management: 

Contribute to the development of staff capabilities to meet Asta goals and objectives.

  • Evaluate employee job performance, through goal setting and performance appraisals
  • Be a focal point for the team for communication and issue identification, resolution and escalation
  • Provide technical mentoring and coaching of team members where appropriate.
  • Lead Service Desk Team Meetings

What Sets You Apart?

  • A strong technical background
  • Previous experience managing a service desk in a fast-paced technology environment
  • Working knowledge of the ITIL processes, Incident and Request Management
  • Proven ability to engage and negotiate with people, and develop and maintain effective relationships
  • Experience in prioritising the work of others
  • An ability to communicate with executives and business stakeholders
  • An understanding of data-driven decision-making
  • Experience with Autotask highly regarded

Why Asta?

Everything we do at Asta is driven by our core values: One Team, Relentless Client Focus, Trust, Loyalty & Honesty. Our people love what they do, enjoy working together and thrive in our culture of growth and development.

So, what are you waiting for? Apply now - we’d love to hear from you!

Please note:

  • As part of our employee experience we are offering the option of flexible ongoing work from home for all our team.
  • You must have the right to live and work in Australia to apply for this role
  • All short-listed candidates will be subject to a National Police Check
  • Seniority Level: Mid-Senior level




Date posted:






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File types: Microsoft Word Document/PDF
File types: Microsoft Word Document/PDF