AddressA Global Business, Listed on the Stock Exchange. Strong Track Record, exciting projects, advanced technology & innovative collaboration. We are hiring a Service Desk Manager to unify a team of x15 & improve Incident & Problem Management function. You will use your big-picture thinking, practical execution and excellent people skills.
Looking for someone passionate about driving continuous improvement to promote ‘best practice’ & continuously seeking, analysing, identifying, advocating and implementing opportunities for enhanced quality outcomes in ITIL, Incident Management & Process Management.
Interviews next week!
- Hybrid – Work from Home and Office
- Melbourne, Sydney or Queensland Office Location
- $120k Plus super & Impressive Benefits Package
- High Growth Environment offers fast track career potential
- Excellent communication; Proactive, innovative and critical thinking
- 4 years+ Demonstrated Helpdesk Management experience – Level 1 & 2 Analysts
- 3+ years within ITIL aligned IT Service Desk / delivery environments
- Proven experience of uplifting Service Desk teams; Coaching, management, motivation, training, upskilling etc.
- Experience to improve & maintain IT Service Management processes, practices & reporting systems.
- Highly motivated with an enjoyment of forging strong business relationships
- Strong focus on delivering service to exceed expectations.
- Be keen and able to asses and understand “impact” quickly.
- Understand the technical outcomes of support teams within Microsoft environments
- Demonstrated technical skills, including several of the following.
- Microsoft infrastructure (Azure AD, Windows Server, Remote Desktop Servers, Intune, Office 365)
- You will report to the Head of IT Operations & sit with a wider team who offer L3/infrastructure, Cyber Security & SW Development & Testing.
- Manage day to day operations & the staff of x15 on the Service Desk.
- Manage BAU tasks, requests and incidents through ITSM tool
- Drive innovation and lead a road map of process improvement
- Improve documentation, how-to guides & ensure team are adopting this way of working
- Act as escalation point for the team & also across the business for high-priority incidents.
- Collaborate on the implementation of process improvements for service delivery
- Produce and maintain service management processes through business analysis, toolset and documentation alignment
- Analyse monthly service metrics and identify service improvement initiative
- Identify trends and advise Head of IT infrastructure on areas for improvement
Apply now, if you are a passionate about taking ownership, enjoy building relationships and are a keen contributor.
We aim to call back in 48 hours!
