Job Description

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Summary:

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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 efficient 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.

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Responsibilities:

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- Manage and lead the service desk team, ensuring effective support and resolution of user issues.
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- Develop and implement service desk policies and procedures to enhance service quality.
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- Monitor service desk performance metrics and prepare regular reports for management.
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- Coordinate with other IT teams to ensure seamless service delivery and issue resolution.
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- Provide training and support to service desk staff to improve their skills and knowledge.
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- Act as a point of escalation for complex technical issues and ensure timely resolution.
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- Drive continuous improvement initiatives to enhance user experience and service efficiency.
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- Maintain up-to-date knowledge of IT trends and technologies to inform service desk practices.
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Qualifications:

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