Lyra Technology Group is a private equity-backed holding company that invests 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, 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 Cloudwize’s 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 issues. This 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
Team Leadership
Escalation & Technical Oversight
Workflow & Continuous Improvement
Skills required
Benefits