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SalaryThe Service Desk Manager is responsible for the support of end user and student computer services, Internal and External resources. You will be responsible for managing and reporting on service levels, relationship management and business communication in relation to operational support services and act as a senior technical resource within the Support team.
Responsbilities:
- Manage the delivery of support to internal and external stakeholders to agreed Service Levels
- Identify trends and advise Head of IT Operations of emergent problems
- Report on Service Levels, identifying trends and areas for improvement
- Act as a point of technical escalation within the Service Desk team
- Manage the day-to-day operation of the Service Desk team
- Manage on-call roster
Essential skills:
- Tertiary qualifications or demonstrated experience at a similar level, in providing Service Desk or similar support to ICT users.
- Experience leading teams, Coaching and mentoring skills, ability to lead and motivate others
- Extensive experience implementing and optimising ITSM tools (eg Freshservice)
- Strong commitment to client-focused operations and working within a collaborative team environment.
- Experience in ITIL Service, Change and Incident Management processes.
- Excellent organisational skills with attention to detail and a proven ability to work within tight timeframes, manage priorities and meet deadlines.
- Current knowledge of IT standards and emerging technologies.
Desirable skills:
- Demonstrated technical skills, including several of:
- Microsoft infrastructure (Azure AD, Windows Server, ADFS, SQL Servers, Remote Desktop Servers, Intune / Endpoint Manager, Office 365)
- Single Sign On (Onelogin, Azure) Citrix and VMware.
- PowerShell scripting and maintenance.
- Cisco/Meraki network infrastructure (Layer 2 Switching), Palo Alto firewall
- ITIL qualifications
- Working with Children Check
- Experience with PRISMS, and student management systems
Benefits
- Mostly WFH role and business hours support (no out of hours roster)
- 5 weeks leave/Birthday leave
Please apply with word resume submitted.
