Service Operations Manager

About the role

CNS is looking for a Service Operations Manager to own and improve the performance of its global Service Desk. You will lead technical teams across Australia, the US and the UK, ensuring 24/7 service excellence and operational efficiency.

Key responsibilities

• Drive improvements in efficiency, productivity and service quality across the Service Desk.
• Own triage and workflow management, ensuring tickets are prioritised, allocated and resolved promptly.
• Manage resource capacity, workload distribution and anticipate future staffing needs.
• Produce and interpret operational reports on SLAs, ticket volumes, engineer productivity and trends.
• Coordinate P1 and P2 incident response, communicate status and capture lessons learned.

Required profile

• Proven experience leading a Service Desk or IT operations team, preferably within an MSP.
• Track record of delivering measurable improvements in efficiency or service quality.
• Strong understanding of ITIL principles and 24/7/follow‑the‑sun environments.
• Ability to coach, develop and hold technical staff accountable.

Required skills

• Service management tools: ConnectWise, LogicMonitor, N‑able, Confluence.
• Microsoft technologies: Windows, Microsoft 365, server environments.
• Networking fundamentals: routing, switching, TCP/IP, DNS, VPNs.
• Azure cloud: infrastructure, networking, storage, backup.
• Security tools: Microsoft Defender, Sentinel.
• Automation: PowerShell, APIs.

What we offer

• Paid training on core platforms (ConnectWise, LogicMonitor, N‑able, Confluence).
• Opportunity to shape and improve a global Service Desk operation.
• Collaborative, high‑standards culture with a focus on practical results.