Management (Information & Communication Technology) Full time About Idea 11 Idea 11 is an Australian-based, award-winning, full-stack, values-driven IT consulting and managed services company specialising in cloud computing.
We love our customers and deliver exciting and next-gen technology environments with a vibrant team culture and a collaborative, supportive work environment.
Why work at Idea 11? A values and culture-driven companyA supportive team and environmentA flexible working arrangement with the ability to work from homeThe ability to uplift your cloud capability with company-provided training and timeThe opportunity to work with exciting technology, customers, and next-gen environmentsCompany-funded certification – pass or failRegular whole-company social eventsRegular awards and recognition for achievementPaid maternity and paternity leave on top of Government paymentsOpen door policy with easy access to senior managementStructured onboarding and support when you joinAbout the role We are seeking a dynamic Service Desk Manager to lead and manage the day-to-day operations of the IT Service Desk and drive operational excellence and customer satisfaction.
You will be responsible for ensuring your team lives Idea 11's core values every day, focusing on teamwork, innovation, and developing and coaching a dedicated team of IT professionals.
Your key responsibilities include: Leadership & Supervision: Lead and inspire a team of Client Services Engineers, providing guidance, training, and performance management.
Drive team growth through professional development plans and certifications.Service Delivery: Ensure timely and effective resolution of IT service requests, incidents, and service disruptions to maintain service levels and operational efficiency.Process Improvement: Oversee the development and implementation of service desk procedures and workflows to improve efficiency and user satisfaction.
Collaborate with internal teams to drive process improvements and implement automation.Incident Management: Monitor and track incidents, ensuring they are logged, escalated, and resolved according to established SLAs (Service Level Agreements).Stakeholder Communication: Act as a key point of contact between IT and end-users, ensuring clear communication regarding service issues, updates, and resolutions.Reporting & Analytics: Prepare regular performance reports, track KPIs, and provide actionable insights to senior management for continuous improvement.Problem Resolution: Identify recurring issues and collaborate with technical teams to develop long-term solutions.Technology Management: Assist in managing the tools and systems used by the service desk team, including ticketing systems, phone systems, and remote troubleshooting platforms.Key requirements: Proven expertise in a Managed Services practice and previous experience in a Service Desk Manager roleStrong customer engagement and communication skills, with a customer-centric approachITIL knowledgeStrong leadership traits with the ability to drive strong cultural and performance outcomesExcellent problem-solving skills with the ability to make decisions under pressureA motivational leader who inspires diverse teams with effective performance management and data-driven decision-makingNo recruitment agents, please.
If you have any questions, don't hesitate to get in touch with Jan Johnson on 1300 433 211 for a confidential discussion.
Your application will include the following questions: How many years' experience do you have as a Service Desk Manager?Do you have customer service experience?How many years of people management experience do you have?Which of the following statements best describes your right to work in Australia?How much notice are you required to give your current employer?What's the highest level of ITIL qualification you have completed?What's your expected annual base salary? #J-18808-Ljbffr