Information Technology Service Desk Manager

Jenny Barbour IT and Project Recruitment; Melbourne; On-site; AUD 80,000 - 100,000; Full time

Job summary

A leading recruitment agency seeks a skilled IT Help Desk Manager to oversee the Service Desk operations in Melbourne. The role involves managing ticket flow, enhancing user support, and building strong stakeholder relationships while fostering a high-performing team culture. Ideal candidates will have ITIL certification, proven management experience, and excellent communication skills.

Qualifications

• Experience managing IT Service Desk Teams.
• Demonstrated skills improving team members and customer experience.
• Hands-on technical experience supporting End User Compute hardware.

Responsibilities

• Manage day-to-day operations of the Service Desk.
• Ensure users receive timely support.
• Lead and manage major incidents and ticket flow.

Skills

ITIL certification

Stakeholder management

Problem-solving

Customer focus

Technical aptitude

Communication

Tools

Jira Service Desk

Job description

Information Technology Service Desk Manager

Information Technology Service Desk Manager

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Head of Client Partnerships | Placing superior IT & Digital talent into leading organisations

• A quintessentially Australian brand
• Fantastic team culture

We are seeking a talented and results-driven IT Help Desk Manager to manage the day-to-day operations of the Service Desk to ensure users and business teams receive the timely support they require.

Key Skills & Responsibilities:

• Certification in ITIL or similar service management frameworks
• Experience managing IT Service Desk Teams.
• Experience in a Desktop or Service Desk Support Role.
• Managing the flow of tickets through the team, ensuring all tickets are managed in accordance with ticket allocation, scheduling, and Service Desk best practices
• Demonstrated ability to establish uniform service processes and manage SLAs effectively
• Representing the Service Desk at meetings, Change Advisory Board, and interacting with senior management
• Jira Service Desk experience (highly regarded).
• Lead and manage major incidents, initiate Incident Bridge(s), and provide ongoing end-user notification
• Demonstrated skills improving team members and customer experience including training, coaching and mentoring staff.
• Proven stake holder management skills and ability to build strong lasting relationships at all levels of the business.
• The ability to perform well under pressure, manage competing priorities, meeting deadlines and contributing to team goals and resources (e.g., documentation creation).
• Hands on technical experience supporting End User Compute hardware including laptops, desktops, mobile devices, & printers.
• Excellent communication and interpersonal skills, with a track record of building strong relationships with stakeholders.
• Experience in creating and maintaining comprehensive procedural documentation and knowledge bases.
• Technical aptitude and the ability to quickly learn innovative technologies.
• Strong problem-solving skills and the ability to work under pressure.
• Strong customer focus with a capacity to implement innovative service improvements.

To submit your interest for this role, click on the Apply button quoting reference #5806.We’ll be in touch with shortlisted candidates.

As we receive a high volume of applications, we appreciate your understanding that we’re unable to respond to individual enquiries.

We kindly ask that you do not contact us directly regarding application status.

Thank you for taking the time to apply we truly appreciate your interest.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Analyst, Management, and Customer Service

• Industries

  Food and Beverage Manufacturing, Transportation, Logistics, Supply Chain and Storage, and Banking

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