AddressGlobal 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 ITIL execution & excellent people skills.
- Hybrid – Work from Home (4 days a week) and Office
- Sydney, Melbourne or Queensland Office Location
- $120-125k Plus super & Impressive Benefits Package
- High Growth Environment offers fast track career potential
- Investment in Technology
Looking for someone passionate about driving continuous improvement, advocate, enhance & further implement effective operation process (ITIL, Incident Management, Automation, SLA/KPI, staff on-boarding/off-boarding etc).
Your Experience:
- Excellent communication; Proactive, innovative and critical thinking
- 3-4 years+ Demonstrated Helpdesk Management experience – (Level 1 & 2 Analysts)
- 3-4 years Proven experience of uplifting Service Desk teams; Coaching, management, motivation, training, upskilling etc.
- 3+ years within ITIL aligned IT Service Desk / delivery environments
- Currently working in an ITIL aligned environment
- Ability to 'take the load' & act as a right hand man to your Manager; Be an independent thinker & leader without hand-holding!
- Experience to improve & maintain IT Service Management processes, practices & reporting systems.
- Be keen and able to asses and understand “impact” quickly.
- Understand the technical outcomes of support teams within Microsoft environments.
- Demonstrated technical background. Skills, including several of the following - Microsoft infrastructure (Azure AD, Windows Server, Remote Desktop Servers, Intune, Office 365)
- Manage the Service Desk Team of x15 (L1 & L2).
- Act as escalation point for the team & also across the business for high-priority incidents.
- Day to day Management; Hiring, Appraisals, Disciplinaries etc
- Manage BAU tasks, requests and incidents through ITSM tool
- Drive innovation; Lead a road map of process improvement, new processes & automation
- Collaborate on the implementation of process improvements for service delivery - KPI's, SLA's, Workflow etc
- Improve documentation, how-to guides & ensure team are adopting this way of working
- Analyse monthly service metrics and identify service improvement initiative
- Identify trends & advise Head of IT infrastructure on areas for improvement
Apply now - We aim to call back in 48 hours!
Interviews next week!
