Service Desk Manager Salary Guide

  • Entry Level $90,000 AUD
  • Mid Level $112,500 AUD
  • Senior Level $135,000 AUD


  • Service Desk Operations: Manages the daily operations of the service desk, ensuring efficient resolution of user issues and requests.
  • Team Leadership and Development: Leads and develops the service desk team, fostering a culture of high performance and excellent customer service.
  • Quality Assurance and Process Improvement: Monitors service quality, implements process improvements, and ensures adherence to best practices.
  • Customer Service and Communication: Oversees customer service delivery, maintaining high satisfaction levels and effective communication with users.
  • Reporting and Analysis: Generates service reports, analyzes performance metrics, and uses insights for strategic improvements and resource allocation.

Key Skills

  • IT Service Management (ITSM) Expertise: In-depth understanding of ITSM best practices and frameworks, such as ITIL.
  • Leadership and Team Building: Strong leadership skills to develop and manage a high-performing service desk team.
  • Problem-Solving: Excellent problem-solving skills to quickly diagnose and resolve complex IT issues.
  • Customer Service Orientation: Strong focus on customer service, ensuring user satisfaction and efficient support delivery.
  • Communication and Interpersonal Skills: Exceptional communication skills, capable of effectively liaising with both technical staff and non-technical users.

Standard Industry Training

  • ITIL Foundation Certification

Interview Questions for IT Service Desk Manager Candidates

  • How do you ensure your service desk team provides efficient and effective IT support?
  • Describe a challenging IT support issue you've encountered and how you resolved it.
  • What strategies do you use to manage high volumes of support tickets?
  • How do you measure and improve customer satisfaction in a service desk environment?
  • Can you give an example of a process improvement you implemented in a service desk setting?
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