It Service Manager

Position Summary:

As the IT Service Manager, you will play a pivotal role in overseeing the day-to-day operations of our IT Service Desk. You will lead a team of Service Technicians responsible for providing technical support across the organisation. The successful candidate will be service-obsessed, a hands-on leader and possess excellent communication skills to collaborate with various departments and vendors.

This position will be site based at our Head Office in Torrensville. 

Key activities: 

• Managing resource requirements/availability and Service team’s day-to-day activities including out-of-hours and site visits
• Manage and prioritise incident tickets, ensuring timely resolution of technical issues and minimising impact on the business
• Ensuring the quality of service is consistently delivered at an exceptional level
• Managing communication with the business and vendors
• Working closely with other IT Teams to ensure seamless integration of IT services and solutions
• Provide ongoing training and development opportunities for the Service team
• Generate and analyse Operational performance reports
• Represent the Service team on the IT Leadership Team and the Change Advisory Board

What’s needed:

• Proven experience (5+ years) in IT service desk management
• Strong leadership and team management skills
• Excellent problem-solving and decision-making abilities
• Experience with incident management and ITIL best practices
• Effective communication and interpersonal skills
• Knowledge of grocery industry IT systems is a plus
• Bachelor's degree in IT or related field 
  Working onsite at Drakes Head Office

Benefits 

• 10% company discount at Drakes and Drakes Cellarbrations
• Strong opportunities for career growth