Management (Information & Communication Technology)
Full time
$135k + Benefits & 4 days Work From Home
Global Business, Listed on the Stock Exchange. Strong Track Record, exciting projects, advanced technology & innovative collaboration. We are hiring a Service Desk Manager to unify a team of x15 & improve Incident & Problem Management function. You will use your big-picture thinking, practical ITIL execution & excellent people skills.
Hybrid – Work from Home (4 days a week) and Office Queensland, Sydney or Melbourne or Office Location $120-125k Plus super & Impressive Benefits Package High Growth Environment offers fast track career potential Investment in Technology
Looking for someone passionate about driving continuous improvement, advocate, enhance & further implement effective operation process (ITIL, Incident Management, Automation, SLA/KPI, staff on-boarding/off-boarding etc).
Your Experience:
Excellent communication; Proactive, innovative and critical thinking 3-4 years+ Demonstrated Helpdesk Management experience – (Level 1 & 2 Analysts) 3-4 years Proven experience of uplifting service desk teams; Coaching, management, motivation, training, upskilling etc. 3+ years within ITIL aligned IT Service Desk / delivery environments Currently working in an ITIL aligned environment Ability to 'take the load' & act as a right hand man to your Manager; Be an independent thinker & leader without hand-holding! Experience to improve & maintain IT Service Management processes, practices & reporting systems. Be keen and able to asses and understand "impact" quickly. Understand the technical outcomes of support teams within Microsoft environments. Demonstrated technical background. Skills, including several of the following - Microsoft infrastructure (Azure AD, Windows Server, Remote Desktop Servers, Intune, Office 365) Role: Manage the Service Desk Team of x15 (L1 & L2). Act as escalation point for the team & also across the business for high-priority incidents. Day to day Management; Hiring, Appraisals, Disciplinaries etc Manage BAU tasks, requests and incidents through ITSM tool Drive innovation; Lead a road map of process improvement, new processes & automation Collaborate on the implementation of process improvements for service delivery - KPI's, SLA's, Workflow etc Improve documentation, how-to guides & ensure team are adopting this way of working Analyse monthly service metrics and identify service improvement initiative Identify trends & advise Head of IT infrastructure on areas for improvement Apply now - We aim to call back in 48 hours!
Interviews next week!
Your application will include the following questions:
Which of the following statements best describes your right to work in Australia?
How many years' experience do you have as a Service Desk Manager?
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