This full-time position is based in Brisbane CBD.
The Service Desk Manager will oversee the day-to-day operations of the ICT Service Desk, monitor performance, implement continuous improvements, and support issue resolution. The role involves regular interaction with internal stakeholders to enhance customer satisfaction and service delivery.
The Service Desk Team is the first point of contact for all technology-related support across our various locations. This team handles issues related to desktops, laptops, printers, operating systems, networks, and applications, while also managing hardware/software installations, configurations, and user onboarding/offboarding.
Key Responsibilities:
- Lead and develop the Service Desk team, offering guidance on service catalogues and processes to ensure effective service delivery.
- Manage key supplier relationships and oversee supplier performance.
- Act as a liaison between business units and the ICT department to communicate requirements and address more complex requests.
- Analyze ticket data to identify risks and recommend mitigation strategies.
- Provide technical troubleshooting and escalate issues as needed.
- We are seeking someone with strong leadership skills to improve team performance, including coaching and continuous development.
- We are seeking someone who has more of a strategic approach to people management, and is able to drive initiatives for uplifting performance
- Experience in Service Desk roles, ideally within a medium to large organization.
- A customer-focused approach, with the ability to manage high-priority issues and ensure effective escalation processes.
- Experience working with and managing supplier performance.
- Competitive Remuneration Package
- Weekly pay
- Flexible working arrangements (2 days in office, 3 from home)
- Incentive schemes