AddressRole Title: – ICT Service Desk Manager
- Must be an Australian Citizen.
- To be successful, you must hold at least NV1-level security clearance.
- The role is based in Canberra, Australia.
Your New Role:
- Managing employees who obtain information from services requester, log information into the proper call management system, and provide information relevant to the call and services provider.
- Manage employees who deliver remote hardware and software support to resolve basic feature/function questions regarding Off the Shelf (i.e., Microsoft Office applications), client-customized enterprise business applications (i.e., Workday), or similar areas.
- Design, contract and deliver Service Desk processes and services to deliver exceptional customer service and support.
- Manage all operational and daily activities of assigned resources to ensure clients receive effective and timely resolution of all issues in compliance with the Service Level Agreement requirements based on established company objectives.
- Responsible for developing and documenting processes and procedures, particularly in a SLA driven environment
- Define internal Support Desk performance indicators for quality assurance in support of customer-facing performance indicators and present them to management.
- Proactively manage communications pertaining to technical support, operations, changes, outages, and issues in a timely, professional manner.
Key Qualifications:
- Requires NV1 security clearance.
- Bachelor’s degree in Information Technology, Computer Science, or related field.
- 8+ years’ experience required and 4+ years leadership experience.
- Customer-first attitude and high performance driven.
- Knowledge of and experience in applying ITIL principles and standards to improve incident resolution and customer service standards
- Strong analytical abilities and professional office experience
