Job Overview
We are seeking an experienced IT professional to lead our Service Desk team in Adelaide. This role involves leading and managing the service desk function to ensure timely delivery of technical support to internal and external stakeholders.
The ideal candidate will have a passion for leadership and service excellence, with experience in day-to-day technical support.
Key Responsibilities
* Lead and manage the Service Desk team to ensure effective delivery of technical support services.
* Develop and implement process improvements to enhance customer satisfaction and efficiency.
* Manage help desk processes, ensuring timely analysis and resolution of incidents and service requests.
* Provide level 2 and 3 support for in-scope systems.
* Collaborate with internal and external partners to address service requests in alignment with service level targets.
* Identify opportunities for improvement and participate in incident management, problem management, and other ITSM processes.
* Develop and deliver reports to the IT leadership team and senior management.