Service Desk Manager Cloudwize

Lyra Technology Groupis aprivateequity-backed holding company that invests andoperatesindustry leading technology service businesses. Our companies areoperatedindependently by exceptional management teams. Companies that join our groupretainthe employees name and culture that have made them successful. As a platform ofEvergreenServicesGroup 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.

We made our first acquisition at the beginning of 2018. Today we hold a controlling stake in100companies across the US UK Australia New Zealand and Canada. Our companies employ over3000 team members each led bytheirown managementteam andprovideworld-class support to over 12000clients.

About The Position

One of our operating companies Cloudwize is looking for a Service Desk Manager to join their team in.

As a Service Manager you will lead the performance leadership and operational effectiveness of Cloudwizes Service Desk. This role is responsible for delivering SLA performance maintaining service quality managing ticket flow developing team capability and ensuring high levels of client satisfaction. You will oversee L1 and L2 engineers collaborate closely with Dispatch and serve as the senior escalation point (L2/3) for complex technical is a hands-on technical and leadership role in a growing regional Managed Services Provider. The role can be based out of Tamworth or Newcastle.

Responsibilities:

Service Performance

• Own SLA performance (FRT TTR backlog health).
• Improve ticket flow and first-call resolution.
• Reduce rework and reopen rates.
• Lead weekly service performance reviews.
• Protect service gross margin through efficient resourcing

Team Leadership

• Lead and develop L1 and L2 engineers.
• Set standards for documentation communication and accountability.
• Address performance issues early.
• Support recruitment and onboarding.

Escalation & Technical Oversight

• Act as senior escalation point (L2/3).
• Provide technical guidance across Microsoft infrastructure and security.
• Review high-risk changes and major incidents.
• Step into client conversations when required.

Workflow & Continuous Improvement

• Align closely with Dispatch to optimise ticket allocation.
• Drive SOP adoption and standardisation.
• Identify recurring issues and remove root causes.
• Contribute to automation and process improvement initiatives.

Skills required

• 5 years in MSP service delivery
• Proven L2/3 technical capability
• Experience leading technical teams
• Strong understanding of Microsoft 365 networking and security
• PSA experience (ConnectWise preferred)
• Calm under pressure
• High standards
• Accountable
• Leads by example

Benefits

• Fantastic progression opportunities
• Hybrid working model - WFH 2-3 days a week