Service Desk Manager

We are seeking a Service Desk Manager with a strong technical skillset to provide hands on applications support. Taking ownership of the Service Desk function across Australia and New Zealand, you will work alongside your team of 3 direct reports to resolve technical, application, operational and maintenance issues and inquiries, whilst driving the performance and responsiveness of the team and maintaining a positive team culture.Core duties:

• Drive the Service Desk function, incident management, service knowledge management and the service catalogue.
• Promote a constructive and customer-focused team
• Manage and monitor performance, quality, and completeness of work within the Service Desk team.
• Monitor incoming requests and allocate the work equitably across the team.
• Provide first level of escalation for sensitive/technically difficult problems.
• Investigate issues, document problem(s), resolving where possible.
• Ensure accuracy of hardware and software information related to support calls.
• Improve work practices and identify opportunities to improve efficiencies in operational support.
• Collaborate on team projects.

As the critical customer service interface between IT operations and the business, we're looking for someone with not only strong hands-on technical and problem-solving skills, but excellent communication and interpersonal skills.What you'll bring:

• Experience managing IT support teams in a dynamic, operational environment
• Demonstrated ability to manage workload equitably across a team
• Strong knowledge of Windows operating system usage and support required
• Working knowledge and previous experience in O365, Active Directory, SSO, corporate security policy/administration and development
• Excellent communication, customer service and presentation skills.
• Excellent prioritisation and multitasking skills.
• Commitment to promote respect, integrity, and trust within the team
• Experience in retail will be highly regarded

Lagardere AWPL is the Pacific region's largest and most experienced Travel Retail operator. Located in Australia, New Zealand and Noumea we have 150 store locations and 40 unique concepts across four Business Lines: Travel Essentials, Specialty, Duty Free & Luxury and Food Service. Two is better than one, and together, the people of Lagardere AWPL work hard to deliver on our promises to our customers, our partners, our teams & ourselves. We are guided by our values of Excellence, Adventure & Respect, which help us make decisions, challenge ourselves and create magical moments for everyone, every day.