Company DescriptionService Management Specialists (SMS) partners with IT leaders to enhance Service Delivery and IT Operations through Modern Service Management practices. By streamlining processes, improving service performance, and strengthening operating models, SMS helps businesses achieve immediate and sustainable results without the complexities of large-scale transformation projects. Using the SMS Modern Service Management Framework, SMS focuses on five core areas: Self-Service & Service Experience, Key ITSM Controls & Governance, CMDB & Asset Management, Automation & AI Enablement, and Insights & Innovation. With a client base spanning a range of sectors, including enterprise and government organizations across APAC, SMS is known for a pragmatic, people-centric approach grounded in real-world operational experience.Role DescriptionThis is a contract role for an ICT Service Desk & Operation Manager located on-site in New South Wales, Australia. In this role, you will oversee the day-to-day operations of the ICT Service Desk, ensuring exceptional customer satisfaction and resolving service issues effectively. Key responsibilities include managing service delivery processes, developing operational strategies, enhancing customer support capabilities, and conducting ongoing training for team members to maintain high standards of service. Additionally, you will work on improving operational efficiency by implementing best practices and closely monitoring service desk performance metrics against organizational objectives.QualificationsStrong focus on Customer Satisfaction and Customer Service to ensure an excellent user experience.Proven expertise in Operations Management and Service Delivery to oversee and optimize ICT service processes.Experience in Training team members to build internal capabilities and maintain high service quality standards.Ability to implement and manage ITSM frameworks and governance processes.Analytical mindset and problem-solving skills to assess performance metrics and drive continuous improvement.Outstanding communication and leadership skills to foster effective team collaboration and stakeholder engagement.Bachelor's degree in Information Technology, Business Administration, or a related field (or equivalent experience).Relevant industry certifications in ITIL or ICT Service Management are highly desirable.