Service Desk Manager

Job Description:As a Service Desk Manager, you will be responsible for leading and managing the Service Desk team to provide timely and effective support to end users and customers. You will oversee the day-to-day operations of the Service Desk, including incident management, service request fulfillment, and escalation management, to ensure the delivery of high-quality services and exceptional customer satisfaction. This role requires strong leadership skills, technical expertise, and a commitment to delivering excellent customer service.Responsibilities:

• Lead and manage the Service Desk team, including hiring, training, coaching, and performance management of Service Desk analysts to ensure a high-performing and motivated team.
• Establish and maintain Service Desk processes, procedures, and standards in alignment with ITIL best practices, and ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs).
• Oversee the handling of incoming incidents and service requests, ensuring timely and effective resolution or escalation to appropriate support teams or vendors as needed.
• Monitor Service Desk performance metrics, including ticket volumes, response times, resolution times, and customer satisfaction scores, and identify opportunities for improvement.
• Develop and maintain knowledge management systems, documentation, and training materials to empower Service Desk analysts to effectively troubleshoot and resolve issues.
• Coordinate with other IT teams, vendors, and business units to ensure seamless communication and collaboration on incident resolution and service delivery.
• Provide leadership and support during major incidents and service outages, including incident coordination, communication with stakeholders, and post-incident analysis and reporting.
• Drive continuous improvement initiatives to enhance Service Desk processes, tools, and capabilities, and improve overall service quality and customer satisfaction.
• Manage relationships with key stakeholders and customers, including regular communication, service reviews, and feedback sessions to ensure their needs are met and expectations are exceeded.
• Stay current with industry trends and best practices in Service Desk management, customer support, and IT service management, and make recommendations for the adoption of new technologies and methodologies.

Qualifications:

• Bachelor's degree in information technology, computer science, or a related field; relevant certifications (e.g., ITIL, HDI) are advantageous.
• Minimum 5 years experience in Service Desk management or leadership roles, with a track record of successfully leading and managing Service Desk teams in enterprise environments.
• Strong understanding of IT service management principles, frameworks, and best practices, such as ITIL, and experience applying them to Service Desk operations.
• Excellent leadership and management skills with the ability to inspire, motivate, and develop a team of Service Desk analysts to deliver exceptional customer service.
• Solid technical background with knowledge of IT infrastructure, systems, and applications, and the ability to troubleshoot and resolve technical issues.
• Experience with Service Desk tools and software, such as ServiceNow, Remedy, or Jira Service Management, for incident management, service request fulfillment, and knowledge management.
• Excellent communication and interpersonal skills with the ability to effectively communicate with stakeholders at all levels of the organisation.
• Ability to work effectively in a fast-paced environment, prioritize tasks, and manage multiple priorities and deadlines.
• Strong problem-solving skills with the ability to analyze complex issues, identify root causes, and develop effective solutions to enhance service quality and efficiency.
• Commitment to continuous learning and professional development, with a desire to stay current with emerging trends and best practices in Service Desk management and IT service management.

Downer offers employees a range of career support programs, wellbeing packages and financial benefits, available through us and our selected partners, including:

• ASX listed company; known for career planning and progression opportunities
• Work from home 3 days a week!
• North Ryde office - drive to work & Childcare Centre in the same building, with preferential acceptance
• EAP Program, Salary sacrifice superannuation;
• Banking, vehicle, and travel & accommodation discounts
• Discounts on technology products; and

*** Please Note: Applications will not be accepted by email.
Downer Group is an employer that acknowledges and embraces the importance of our people's diverse experiences, talents, and cultures. As an inclusive employer, we welcome applications from everyone.For further information on this role, please email paul.sampedro@Downergroup.com.Please note, screening and interviews may take place prior to the closing date - applications may also close before this date.To view our other current opportunities, head to careers.downergroup.com/.