As Australia's largest retailer of lifestyle products, with nearly 200 stores across Australia, Harvey Norman has been a part of almost every Australian's shopping experience. Whether getting the latest electronic gadgets, or furnishing your first home, Harvey Norman is the place where you can shop with confidence.
Reporting to the Head of IT Operations, the User Services Manager plays a pivotal role within the IT Operations team. This position involves close collaboration with senior management and cross-functional teams to ensure seamless IT engagement and exceptional support for the Harvey Norman user community.
Key Responsibilities
* Lead and mentor a team of user support staff, fostering a culture of collaboration and continuous improvement.
* Manage the User Services Team, responsible for end user infrastructure and services, including:
* Executive and End User support
* Workstations (desktops/laptops), telephony, printing, managed handheld devices, scanning, and teleconferencing facilities
* User-based applications such as Microsoft 365 and Workspace One
* Manage and oversee all managed service offerings that support end users, including print services, telephony and mobile device management.
* Develop and enforce standards for end user equipment and lifecycle management.
* Ensure delivery of reliable, scalable, and flexible end user services aligned with business requirements.
* Drive vendor management, reporting, and continuous improvement initiatives for managed services.
* Develop, test, and communicate new technology standards and best practices within the scope of User Services.
About You
* Relevant IT Service Management (ITSM) and professional certifications.
* 10+ years of experience managing teams responsible for the provision of end-user and production system support in a medium to large enterprise environment.
* Proven ability to build strong relationships and influence stakeholders.
* 5+ years of experience in project methodologies for large-scale, complex initiatives.
* Technical credibility with sound judgement and decision-making skills.
* Extensive knowledge of contemporary ITSM processes and practices, including continuous improvement and emerging service models.
* Experience managing vendor relationships and "Managed Services" solutions.
* Solid understanding of Cyber Security and associated operational measures.
* Exceptional interpersonal, oral, and written communication skills.
Please note that only people with the right to work in Australia should apply for this position.
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