It Service Desk Manager

Nous is a great place to work...

Nous Group is an international management consultancy with over 700 people working across Australia and New Zealand, the UK, Ireland and Canada. We are a values-based organisation that is inspired and determined to improve people's lives in significant ways. Working in unique, cross-disciplinary teams we create innovative and enduring solutions that transform businesses, governments, and communities. We realise a bigger idea of success.

Nous is regularly acknowledged as a great place to work as part of competitive workplace reviews. In 2023 Nous was again named one of Australia's Best Workplaces by Great Place to Work and was recognised as one of LinkedIn's best places to grow a career, as a LinkedIn Top Company (Australia). We have previously been named Best Management Consulting Firm by the Australian Financial Review on a number of occasions and a Great Place to Work every year that we've entered for the past decade (Australia). We're excited to be extending success and influence globally having recently been awarded A Great Place to Work in Canada and the UK in 2023.

We are looking for an IT Service Desk Manager join our team in our Melbourne office, on a permanent basis.

The IT Service Desk Manager is a key part of our IT team that will lead and govern the operation of the four person Nous' IT Service Desk, establishing and maintaining a high service standard, inspiring and mentoring an efficient and accountable global IT service and support team, while providing experienced technical knowledge and know-how to reliably resolve (or ideally avoid) technology problems disrupting Nous Group clients and users, and to enable Nous' strategic and digital objectives.

The role:

• Coach and lead the IT Service Desk team based across Melbourne, Sydney and Toronto Canada to deliver exceptional service and develop professionally
• Act as the key escalation point for process, service and technical questions and issues within the IT Service Desk function
• Accountable for the management and monitoring of the continual improvement and operation of effective, reliable and customer-focused IT Service Desk services and processes for the benefit of all Nousers and our clients
• Responsible for the planning and review of Nous' approach to providing the IT Service Desk function, including defining service levels and resource planning, to enhance IT service delivery
• Help identify cybersecurity risks, vulnerabilities and suspected attacks; and respond appropriately to mitigate any impacts, support investigations and reduce the likelihood of reoccurrence
• Enable the reliable performance of Nous' office environment including: audio-visual, conferencing, printing and network, to resolve problems in collaboration with senior engineers and key vendors
• Ensure awareness and best use of Nous IT systems and services through the revision and design of IT Service Desk forms/interfaces, knowledge articles, IT induction programs and other communications
• Enable and encourage Nous' self-management culture to extend to IT self-support where practical
• As a key system stakeholder, collaborate with the Application team to continuously develop the ITSM tool (FreshService) while maintaining alignment with Nous' requirements and ITIL best practices.
• Responsible for regularly engaging with key stakeholders across the business

A bit about you:

• Experience leading comparable IT Service Desk teams and evidence of uplifting IT service quality to deliver better outcomes
• Exceptional interpersonal skills with a customer-centric mindset
• Excellent IT technical skills and proactive problem solver
• Technical experience on Service Desk related issues e.g. Windows SOE, AV, troubleshooting networks
• Excellent attention to detail and accuracy
• Impeccable integrity and character
• Resilience built on self-awareness and ability to adapt to change
• Ability to prioritise and balance own and team's workload and deliver to multiple deadlines
• Pragmatic, able to negotiate and trade-off competing constraints
• Capacity to self-manage, and coach others to do so
• Knowledge of concepts and best practices in enterprise IT service management, and experience developing associated practices, processes and documentation
• Experience implementing and operating ITIL and/or ISO/IEC 20000 Service Management best practices essential
• Demonstrated consultative, customer-centric approach, a clear ability to build strong relationships with business stakeholders at all levels and explain complex IT terms, IT services, incidents, and outages in a way which suits the intended audience
• Are recognised as a subject-matter expert, providing thought leadership within the IT team, and the broader business - able to adapt communication style to suit
• Knowledge of practical aspects of information and cyber security as it relates to IT support and service delivery
• Experience with project and change management as it relates to software and IT equipment installation and decommissioning

And the practical experience:

• 3 years of experience in IT Service Desk management
• Experience in a technical support capacity, solving technical user issues related to desktop (Windows and Autopilot), audio visual and networkingExperience in professional services (or similar) organisation is highly regarded
• Relevant tertiary qualifications in IT, computer science, engineering, or similar
• Minimum ITIL and/or ISO/IEC 20000 certification: Foundation

Finally, the important details...

Nous is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applications from people of all backgrounds, including Aboriginal and Torres Strait Islander people. Nous is a flexible workplace that offers consulting opportunities on a full-time and part-time basis.

We seek people who demonstrate an ability to work effectively with individuals with diverse backgrounds. We are committed to diversity and inclusion.

If you seek a fast-paced role in a purpose driven organisation and want to be part of a dynamic team that puts people at the centre of everything, then we'd love to hear from you! Please click Apply .

To apply for a role at Nous in Australia you must have Australian Permanent Residency or right to work in Australia.

Please note if you are successful in the recruitment process, you will be required to undertake background screening prior to your commencement at Nous.