Lyra Technology Group is a private equity-backed holding company that invests in and operates industry leading technology service businesses. Our companies are operated independently by exceptional management teams. Companies that join our group retain the employees, name, and culture that have made them successful. As a platform of
Evergreen Services Group, we never divest from businesses we partner with and approach every decision with the goal of driving sustainable and healthy growth over the long term.
About the Position
One of our operating companies, PKCG, is looking for a Service Desk Manager to join their team in Brisbane, Queensland. PKCG is a leading Managed Services Provider specialising in the Architecture, Engineering and Construction (AEC) industry who delivers managed IT services, cybersecurity, cloud solutions, modern workplace technologies and strategic technology consulting to organisations across Australia.
As Service Desk Manager, you will lead the day-to-day operations of our Service Desk, driving service excellence, developing a high-performing team and ensuring exceptional outcomes for our clients. This is a hands-on leadership opportunity for an experienced MSP professional who
enjoys building capability, improving processes and creating a culture of accountability and continuous improvement.
Responsibilities
- Lead, mentor and develop a high-performing Service Desk team across onshore and offshore resources.
- Own the operational performance of the Service Desk, ensuring SLA compliance, ticket quality and client satisfaction.
- Drive service improvements by refining processes, documentation, automation and
knowledge management.
- Act as the primary operational escalation point for major incidents and service issues.
- Champion best practice use of HaloPSA, including ticket workflows, reporting and service desk metrics.
- Monitor team performance through coaching, one-on-ones and regular performance reviews.
- Collaborate with Technical Directors, Technical Account Managers and Project teams to deliver outstanding client outcomes.
- Improve first-contact resolution, reduce ticket backlog and drive continuous operational maturity.
- Provide service reporting and operational insights to the executive leadership team.
- Foster a culture of ownership, accountability, collaboration and continuous improvement.
Skills Required
- Minimum 5 years’ experience in a Service Desk Manager, Service Delivery Manager or
similar leadership role within a Managed Services Provider (MSP).
- Proven experience leading technical service delivery teams of 15+ staff.
- Experience managing both onshore and offshore support teams.
- Strong understanding of MSP operations, service delivery frameworks, ticket management and escalation processes.
- Demonstrated success improving SLA performance, client satisfaction and service desk maturity.
- Experience with PSA platforms, with HaloPSA highly regarded.
- Working knowledge of Microsoft 365, Entra ID, Intune, cloud technologies and modern endpoint management.
- Practical understanding of networking fundamentals, cybersecurity principles and IT service management.
- Excellent leadership, communication and stakeholder management skills.
- Passion for developing people, mentoring teams and driving continuous improvement.
Desirable
- ITIL v4 Foundation certification or equivalent practical experience.
- Microsoft certifications (MS-900, AZ-900 or similar).
- Experience supporting Architecture, Engineering and Construction (AEC) organisations.
- Exposure to Azure, WatchGuard, UniFi, Datto RMM, IT Glue or Hudu.
- Experience implementing automation and service improvement initiatives.
- Knowledge of Essential Eight, ACSC guidance or cybersecurity best practices.
- Experience with client onboarding, service transitions and major incident management.
Benefits
- Ongoing professional development and funded certification support.
- Modern technology stack including HaloPSA, Microsoft technologies and automation platforms.
- Flexible working arrangements
- Regular team events and social activities.
- Collaborative,supportive and high-performing team culture.
