Service Desk Manager

Steadfast Group is the largest general insurance broker network and the largest underwriting agency group in Australasia with growing operations internationally. We were founded on the belief that a network of brokers would be stronger together, and this idea has been the backbone of our culture ever since. We believe that none of us is as good as all of us.  
 
At Steadfast, we take pride in the diverse mix of individuals and skill sets within our organisation. Our team members collaborate across various business units to not only bolster our broker network but also to pioneer the innovative thinking, systems, and technologies that will propel the insurance sector into the future. 
 
We are leaders of the general insurance broking and underwriting industry, and we lead from the front.  

About our opportunity: 

Steadfast, listed among the top 100 businesses on the Australian Stock Exchange, is a forward-thinking organisation. We provide a range of diverse roles and ample learning opportunities. Despite our size, Steadfast operates with agility and collaboration, making it an exciting business to be a part of. Our sustained success demonstrates our commitment to shaping the industry's future while thriving in today's fiercely competitive landscape. 

The ServiceDesk Manager will manage the Service Desk team to ensure effective delivery of technical services.

In this role, you will: 

• Ensuring that all processes used by the Service Desk are thoroughly documented, consistently audited, and regularly improved. 
• Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that are involved in Service Desk operations.
• Managing costs associated with requests coming through the Service Desk.
• Analyse performance of Service Desk activities to identify any problem areas.
• Appraise Service Desk Analysts’ performance, provide feedback, take corrective actions and oversee their training and development, through coaching and mentoring.
• Manage and coordinate the escalation urgent and complicated support issues to the correct IT teams.
• Understanding of the scope of Service Desk, including relationship of services to each other, to projects, to services and offerings of other business units.

About you: 

To be successful in this role, you will have: 

• 2+ years' experience in a management role.
• Strong customer service experience.
• Proven ability to build and maintain strong working relationships with business and tech partners.
• Excellent written and verbal communications skills with the ability to think on your feet.
• Knowledge and understanding of relevant industry standards and ITIL framework.
• Strong communication skills, ability to be influential and persuasive with stakeholders. 
• Extensive Knowledge of:
  • Windows OS/ Win 10/11
  • Microsoft 365
  • Intune
  • Ticketing systems
• Non-essential skills but highly desirable:
  • ITIL v4 or ITIL v3
  • Endpoint Central (RMM)
  • Some TCP/IP knowledge
  • Exchange Online
  • Citrix
  • Essential 8

Benefits: 

As a valued member of the Steadfast team, you'll enjoy a comprehensive array of benefits tailored to support your professional and personal well-being. Joining Steadfast means gaining access to: 

• Flexible working arrangements to help you balance work and home life. 

• Career advancement opportunities and professional development through training programs, mentorship initiatives, and tuition reimbursement. We also partner with ANZIIF for accreditation and qualifications.  

• Free company provided Life, Temporary Permanent Disablement, Salary Continuance and Travel insurances, plus access to other discounted insurances. 

• An expansive Health and Wellbeing program, which includes free annual health checks, free annual skin checks, Flu shots, holistic support and advice, discounted gym membership, and confidential counselling. 

• Discounts on travel, hotels, hire cars, electronic and vehicle packages through our various partners. 

• Working in a vibrant and collegiate culture where you as a person, and your contribution is valued. 

About us:

Our purpose is to create solutions designed to help our businesses and network achieve better outcomes for their clients and the communities we serve from our people, processes and culture.  

We are committed to providing a workplace where people feel they can bring their whole self to work. We aim to create a diverse work environment in which everyone is treated fairly and with respect and where everyone feels responsible for the reputation and performance of Steadfast.  

We are strong supporters of Aboriginal and Torres Strait Islander peoples, businesses and communities through our Reconciliation Action Plan. We are also passionate about the environment, diversity, equity and inclusion, and love to give back to charities through the Steadfast Foundation.  

We are proud of our Family Friendly Accreditation as well as and our Work180 Endorsement. We are major sponsors of Women in Insurance, Young Insurance Professionals, Head over Heels, the Dive In festival, are active members of Champions of Change. 

To apply: 

If Steadfast and its people sounds like the type of company you are looking for and the opportunity is of interest to you, please click on the link to apply Service Desk Manager………..
 
We are always on the lookout for great talent, if you are interested in a confidential conversation regarding career opportunities please email ******@steadfast.com.au