Summary:

The Service Desk Manager will oversee the daily operations of the IT service desk, ensuring high-quality support for users across the organisation. This role is crucial for maintaining effective IT services and enhancing user satisfaction. The successful candidate will lead a team of service desk analysts, implement best practices, and drive continuous improvement initiatives to optimise service delivery.

Responsibilities:

- Manage and lead the service desk team, ensuring effective support and resolution of user issues.
- Develop and implement service desk policies and procedures to enhance service quality.
- Monitor service desk performance metrics and prepare regular reports for management.
- Coordinate with other IT teams to ensure seamless service delivery and issue resolution.
- Provide training and support to service desk staff to improve their skills and knowledge.




- Act as a point of escalation for complex technical issues and ensure timely resolution.
- Drive continuous improvement initiatives to enhance user experience and service efficiency.
- Maintain up-to-date knowledge of IT trends and technologies to inform service desk practices.

Qualifications:

- Bachelor’s degree in Information Technology, Computer Science, or a related field.
- Proven experience in a service desk or IT support role, with at least 3 years in a managerial position.
- Strong understanding of IT service management frameworks, such as ITIL.
- Excellent leadership and team management skills.
- Exceptional problem-solving abilities and a customer-focused mindset.
- Strong communication skills, both verbal and written.
- Experience with service desk software and ticketing systems.

📌 Service Desk Manager (Ringwood)
🏢 The Virtual IT Department Pty
📍 Ringwood