Management (Information & Communication Technology)Full timeAbout Idea 11Idea 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, deliver exciting and next-gen technology environments with a vibrant team culture, 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 roleWe 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 & SupervisionLead and inspire a team of Client Services Engineers, providing guidance, training, and performance management. Drive team growth through professional development plans and certifications.Service DeliveryEnsure timely and effective resolution of IT service requests, incidents, and service disruptions to maintain service levels and operational efficiency.Process ImprovementOversee 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 ManagementMonitor and track incidents, ensuring they are logged, escalated, and resolved according to established SLAs (Service Level Agreements).Stakeholder CommunicationAct as a key point of contact between IT and end-users, ensuring clear communication regarding service issues, updates, and resolutions.Reporting & AnalyticsPrepare regular performance reports, track KPIs, and provide actionable insights to senior management for continuous improvement.Problem ResolutionIdentify recurring issues and collaborate with technical teams to develop long-term solutions.Technology ManagementAssist 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 for a confidential discussion.#J-18808-Ljbffr