Job Description

Information Technology Service Desk Manager

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Information Technology Service Desk Manager

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Direct message the job poster from Jenny Barbour IT and Project Recruitment

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

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- A quintessentially Australian brand
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- Fantastic team culture
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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.

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Key Skills & Responsibilities:

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- Certification in ITIL or similar service management frameworks
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- Experience managing IT Service Desk Teams.
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- Experience in a Desktop or Service Desk Support Role.
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- Managing the flow of tickets through the team, ensuring all tickets are managed in accordance with ticket allocation, scheduling, and Service Desk best practices
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- Demonstrated ability to establish uniform service processes and manage SLAs effectively
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- Representing the Service Desk at meetings, Change Advisory Board, and interacting with senior management
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- Jira Service Desk experience (highly regarded).
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- Lead and manage major incidents, initiate Incident Bridge(s), and provide ongoing end-user notification
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- Demonstrated skills improving team members and customer experience including training, coaching and mentoring staff.
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- Proven stake holder management skills and ability to build robust lasting relationships at all levels of the business.
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- The ability to perform well under pressure, manage competing priorities, meeting deadlines and contributing to team goals and resources (e.g., documentation creation).
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- Hands on technical experience supporting End User Compute hardware including laptops, desktops, mobile devices, & printers.
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- Excellent communication and interpersonal skills, with a track record of building strong relationships with stakeholders.
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- Experience in creating and maintaining comprehensive procedural documentation and knowledge bases.
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- Technical aptitude and the ability to quickly learn innovative technologies.
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- Strong problem-solving skills and the ability to work under pressure.
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- Strong customer focus with a capacity to implement innovative service improvements.
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To submit your interest for this role, click on the Apply button quoting reference #5806.We'll be in touch with shortlisted candidates.

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

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

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

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Seniority level

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Seniority level

Mid-Senior leveln

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Employment type

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Employment type

Full timen

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Job function

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Job function

Analyst, Management, and Customer Servicen

Industries

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

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📌 Information Technology Service Desk Manager (Victoria)
🏢 Jenny Barbour It & Project Recruitment
📍 Victoria