Service Desk Manager

Looking for a workplace which fosters collegiality in a flexible, fair and inclusive setting? You’ve found it.

This is an opportunity to join one of Australia’s largest, and most respected Intellectual Property firms. Our renowned team comprises of hard-working, proud and highly driven individuals, working with world-class clients and powerful brands. Does this sound like you? 

Reporting to the Head of Technology, this role is responsible for the day-to-day delivery of IT support services to the QANTM business in accordance with agreed service levels. You will lead a small (5-7 people), distributed IT support team that operates across multiple states, countries and time zones. You will ensure service request items are effectively prioritised, and that the QANTM end users have the tools and facilities required to perform their roles.

As part of the technology leadership group, this role will also influence the technology road map to align with best practice, giving efficiencies to the organization to ensure its medium to long term objectives are met.

Responsibilities

• Lead the Service Desk (SD) team to achieve the best customer service outcomes by coaching, mentoring, training, and effectively directing the team’s day-to-day activities.
• Develop a standard operating procedure to rollout across the SD Support team, establishing best practices that are used consistently through the entire technical support process.
• Meet with key business representatives regularly, and incorporate feedback into continuous improvement of Service Delivery activities and processes.
• Ensure effective management of planned and reactive incidents, minimizing impact on business operations and enhancing user satisfaction.
• Serve as the primary escalation point for technology-related issues and/or requests, coordinating resources to ensure a prompt resolution within agreed service levels.
• Work with the Change Coordinator to plan a forward schedule of change, and ensure clear and consistent communication of end user impacts.
• Maintain asset, software licensing, and third-party vendor contact registries and keep information current.
• Demonstrate a strong customer focus in all behaviours, including handling challenging customer service enquiries.
• Create value for callers by providing an awesome customer experience.

Required Skills

• Actively work with the SD team to ensure all support requests are adequately prioritised, and resolved, and that there is regular status communication with the request initiator.
• Work collaboratively with the QANTM technology team (Infrastructure, Architecture, and Group Applications) and contribute knowledge to the resolution of complex problems, service improvements and technology enhancements.
• Provide thought leadership in maximising efficiencies within existing systems.
• Drive effective configuration and use of QANTM’s service management system (iVanti).
• Monitor ticket volumes, trends and usage to identify problems and improvement opportunities.
• Manage third party providers within agreed measures and/or service levels.
• Manage major incidents and problems for the technology team as per ITIL standards.
• Act as SME in all related technology matters

You will have a passion for technology and learning, having built up a wide range of knowledge and experience from working in similar rolls and find joy in resolving complex issues and managing a team.  

If this sounds like you, please submit a Cover Letter and current CV.

QANTM is committed to creating a diverse and inclusive environment that welcomes and values all people. Aboriginal and Torres Strait Islander people, women, those from the LGBTIQ+ community, people living with disability, and those from culturally and linguistically diverse backgrounds, are encouraged to apply.