Global IT Help Desk Leader: AI-Driven Service Excellence
Sims Metal
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Job summary
Sims Limited seeks a Global Help Desk Manager to lead end-user support operations across Australia, New Zealand, and North America. You will drive operational excellence, service maturity, automation, and continuous improvement to deliver a consistent, high-quality IT support experience for employees worldwide.
In this role you will oversee service desk operations, partner with Infrastructure, Security, Applications, and Business Intelligence teams, and advance ITSM capabilities through Ivanti
Qualifications
- Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field preferred.
- 7+ years IT support or Service Desk leadership experience.
- Experience with ITSM platforms such as Ivanti, ServiceNow, Jira Service Management.
Responsibilities
- Oversee day-to-day Service Desk operations across multiple regions.
- Drive automation, knowledge management, and CSI improvements.
- Lead staffing, performance management, and regional coverage models.
- Ensure incident, request, knowledge, and major incident processes meet SLAs.
- Partner with Infrastructure, Security, Applications, and vendors to resolve incidents.
Skills
Education
Tools
Job description
Sims Limited seeks a Global Help Desk Manager to lead end-user support operations across Australia, New Zealand, and North America. You will drive operational excellence, service maturity, automation, and continuous improvement to deliver a consistent, high-quality IT support experience for employees worldwide.
In this role you will oversee service desk operations, partner with Infrastructure, Security, Applications, and Business Intelligence teams, and advance ITSM capabilities through Ivanti
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