Management (Information & Communication Technology)Full timeAbout the CompanyWith an established national footprint, this truly successful and dynamic professional services firm services the needs of Australian companies, Australian subsidiaries of global corporates and numerous government departments. The firm has achieved a prominent position in their sector through a combination of creating expert industry client groups and providing a collegiate high-performance work environment for their circa 1,800 staff. Currently undertaking a significant transformation, they are looking for a passionate leader who can act as an evangelist to create urgency around the importance of Cyber Security with the support of the CIO.About the RoleThis position will report to the CIO and is responsible for safeguarding and improving IT processes and escalations. The role will be the conduit between internal stakeholders, vendors, and the helpdesk team. This is an internal position within a professional services company; however, you'll be customer-focused, internally and externally while being hands-on.ResponsibilitiesIT SupportLead and supervise the Helpdesk/Desktop Support team to ensure IT service delivery effectively supports the business in achieving its goals.Implement and maintain processes and procedures within the service delivery model to drive operational efficiencies.Prioritise and address IT tickets and requests in alignment with a Service Level Agreement.Organise team schedules to ensure comprehensive coverage of all service delivery aspects including business hours, after-hours support, and on-site presence at various locations.Serve as the escalation point for the Service Delivery team, reviewing and verifying that proper triage and troubleshooting steps have been followed before escalating issues to the Infrastructure team. Escalate to third-party vendors when necessary.Monitor ticket trends and develop strategies to automate or streamline repetitive tasks to improve efficiency.Ensure proactive monitoring and maintenance tasks are consistently carried out.Oversee incident management processes.Manage problem resolution and root cause analysis.Contribute to the Change Management process.Application SupportOversee and manage the Helpdesk Support team.Serve as the primary escalation point for the Application Support team, reviewing and verifying escalations before engaging software vendors and internal stakeholders.Collaborate with vendors and internal stakeholders to address issues and manage communication related to escalations, upcoming patches, releases, and upgrades.Ensure that application training is provided to the business, both as part of day-to-day operations and by supporting the Senior Project Manager with resources for new system implementations.GeneralCollaborate with key stakeholders to ensure IT service delivery aligns with the operational needs of the business.Attend meetings as needed, presenting reports on key service delivery metrics, trends, and other relevant data.Partner with the Infrastructure Manager and Senior Project Manager to ensure alignment across all IT departments in delivering seamless service to the business. Offer recommendations for improvements, particularly in areas where technology may be hindering service delivery (e.g., outdated or faulty hardware).Work with the CIO to ensure that the team has clear performance development plans (PDs) and key performance indicators (KPIs), and actively participate in staff performance evaluations.Ensure the Service Delivery team possesses the necessary skills to support the business, and recommend training opportunities for staff development when required.Maintain up-to-date service delivery documentation, including knowledge base articles, cheat sheets, and training materials.Skills and ExperienceBachelor's degree in Information Systems or a related field, or equivalent practical experience.Over 5 years of experience in a similar role, ideally with a background in professional services.Demonstrated expertise in client relationship management, leadership, and delivering customer service within a technology-driven environment.Strong understanding of change management principles, with a focus on enhancing process efficiency in a large and complex environment.Ability to strategically plan resource utilisation to maximise productivity.Excellent teamwork and communication skills, with a focus on efficiency.In return, you will be joining a truly dynamic firm with a strong reputation for providing employees with a genuinely collaborative, positive and merit-based work environment.For a confidential discussion regarding this key leadership role, please email Richard van Ark on ******
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