About the Role
Our organization is seeking a seasoned IT Service Desk Manager to oversee service desk operations, ensuring exceptional customer service and team performance.
This leadership role demands a hands-on approach, ideal for someone who excels in fast-paced environments, enjoys mentoring teams, and has a keen eye for process improvement.
Key Responsibilities:
* Lead day-to-day operations of the IT Service Desk, ensuring SLAs, KPIs, and customer satisfaction metrics are met
* Cultivate and develop a team of service desk analysts and technical support staff
* Establish and maintain service management processes aligned with ITIL principles
* Act as escalation point for complex technical issues and high-priority incidents
* Drive continual service improvement initiatives, process documentation, and root cause analysis
* Collaborate with stakeholders to ensure service quality and alignment with business goals
* Maintain asset, configuration, and access management processes and controls
About You
* Proven experience managing or leading an IT Service Desk or technical support function
* Strong knowledge of IT service management principles, ideally supported by ITIL certification
* Excellent interpersonal and communication skills, with ability to build rapport across technical and non-technical teams
* A proactive and solution-oriented leader with keen interest in improving team performance and service outcomes
* Familiarity with Windows environments, Office 365, Active Directory, ticketing systems, and remote support tools
* Australian citizenship or permanent residency (required)
* Exposure to government clients or secure environments
* Experience working within ISO 27001 or similar compliance frameworks
* Project coordination or service transition experience