IT Service Desk Manager

1 week ago

Melbourne, Victoria, Australia illion Full time
Company Description

illion is the leading independent provider of trusted data and analytics products and services in Australia and New Zealand.

illion leverages its consumer and commercial credit registries to provide end-to-end customer management solutions to clients in the financial services, telecommunications, utilities, and government sectors.


Job Description:

About the Role and Business Unit


Working as a key member of the Service Delivery leadership team, this role is responsible for leading the IT Service Desk function.

The IT Service Desk provides day-to-day 1st and 2nd level technology support and technical assistance where needed to internal and external customers.


Functional Tasks and Responsibilities

  • Management of the Technology Service Desk team and all service desk requests.
  • Training, developing, coaching, and motivating members to meet performance measures.
  • Ownership of stakeholder management and being the escalation point for all service desk issues, coordinating with level 2/3 teams to ensure all the relevant updates are provided to support customer escalations.
  • Proactively manage and recognise opportunities to improve current processes to enhance the efficiency of daytoday tasks and the delivery of the service desk function to stakeholders.
  • Conduct daily team standups and weekly crossteam operational meetings.
  • Ensure all processes are thoroughly documented and adhered to by the service desk, consistently audited and regularly improved.
  • Inform and keep the Service Delivery Manager and Head of Enterprise Service Delivery updated on any major escalations or issues.
  • Work with Technology management to enhance SLAs and ensure effective measures are implemented, captured, and reported.
  • Ensure Service Desk is operating efficiently and in a manner that best supports the entire illion enterprise operation, pitching in to help the team where necessary to deliver outstanding service and support.

Key Skills

  • Hands on leadership with responsibility for all IT end user compute and desktop support working effectively in a fastpaced environment.
  • Strong team management and leadership skills coupled with excellent stakeholder relationship management.
  • Key focus on excellent customer service and prompt handling of all escalations.
  • Ability to interact effectively with customers and stakeholders and all levels of the organisation as well as with external support vendors.
  • Understanding of effective IT Service Desk related SLAs and KPIs.
  • ITIL Foundation certified, or at least an excellent understanding the ITIL Service Management framework (Incident/Request/Change/Problem Management).

Qualifications:

Experience

  • At least 2 years' experience leading and managing a team of frontline end user compute Service Desk support team members in an enterprise environment.
  • At least 5 years' experience working in an IT Service Desk team providing excellent customer focussed service and technical support.
  • Indepth knowledge and experience implementing and managing effective SLAs and KPIs.
  • Good experience with laptop/desktop building, imaging, and troubleshooting hardware and OS related issues with drivers, hardware components, etc.
  • Well versed with administering Windows and Azure Active Directory administration.
  • Demonstrated working knowledge of MS Exchange, O365, SCCM, Windows 10 desktop OS and SOE building/management, IP Telephony, and mobile device management.
  • Managing and working with external thirdparty support vendors, driving speedy resolutions and positive outcomes to business and end user issues.
Additional Information

  • Flexibility and Remote Working Options
  • Gifted Leave, Purchased Leave, Public Holiday Swap and Paid Volunteer Leave
  • Corporate Discounts (ie. Health Insurance)
  • Free Employee Assistance Programme, Free Flu Shots and Subsidised Gym Memberships

  • Service Desk L1

    1 week ago

    Melbourne, Victoria, Australia Brennan IT Full time

    Awesome opportunity for an experienced Level 1 Service Desk Analyst to join our high performing team in Melbourne.Bullet Points Join Australia's #1 Managed Service Provider Have access to online learning and technical certification bonus Tailored career development plans to suit your aspirationsFull Job DescriptionBrennan ITWe are a national company with a...

  • IT Service Desk

    1 week ago

    North Melbourne, Victoria, Australia Clicks IT Recruitment Full time

    We have a temporary part time position minimum 4 days per week came for service desk officer role. Immediate start and initial contract will be for 6 months with view to extend.BAU support (In-person / off-site when required)Experience in O365 administration, AD, Exchange admin center, Zoom, Remote Supports toolsRoster Shifts (7.30 AM- 4.00 PM or 8 AM to...

  • IT Service Desk Support

    7 days ago

    Melbourne, Victoria, Australia Milestone IT Full time

    Immediate start Permanent position Healthcare domainMilestone IT is currently working with this brilliant healthcare organization who right now have an exciting opportunity for an experienced IT Servicedesk operator Level 2 to join a great team.Working with a small team of IT specialists, you will be providing Level 2 support to usersKey Responsibilities...

  • Service Desk Coordinator

    7 days ago

    Melbourne, Victoria, Australia Zone IT Solutions Full time

    We are currently seeking a Service Desk Coordinator. You will be responsible for coordinating and managing the service desk operations, ensuring timely resolution of IT support requests and delivering excellent customer service to end-users.RequirementsPrevious experience in a similar role, preferably in an IT support or helpdesk environment. Strong customer...

  • Service Desk Analyst

    1 week ago

    Melbourne, Victoria, Australia Service Stream Full time

    Description Summary An exciting opportunity has arisen for a Service Desk Analyst to join Service Stream in our Collin Street, Melbourne Office About the Role Service Stream's Service and Support Department are currently seeking a Service Desk Analyst to join our growing company. As a Service Desk Analyst you will play a crucial role in providing...

  • Service Desk Analyst L1

    1 week ago

    Melbourne, Victoria, Australia Brennan IT Full time

    Brennan ITWe are a national company with a reputation for delivering technical excellence and high quality service to our customers. It's why we have been ranked as Australia's No. 1 Managed Services Provider for past 10 years in a row.Benefits of working at Brennan IT:An awesome team of people to work with Flexible working arrangements Opportunity to gain...

  • Service Desk Analyst L1

    1 week ago

    Melbourne, Victoria, Australia Brennan IT Full time

    Why work for Brennan?At Brennan, we aim to lead, not follow. One of the ways we do this is through an open diverse culture that values performance, where anyone in the team can bring new ideas to the table and see them thrive. Our people are empowered, unique, considerate, supportive, trusting, and accepting being the cornerstone of the business. Because of...

  • Service Desk Coordinator

    7 days ago

    Melbourne, Victoria, Australia Zone IT Solutions Full time

    We are looking for Service Desk Coordinator to join a project. You will be part of a large support team who will be providing IT support to a large user base organization.Requirements: Align service delivery with SLAs to ensure customer satisfaction Triage and assign tickets to technicians based on severity and impact Align staff processes to ensure service...

  • Service Desk

    1 week ago

    Melbourne, Victoria, Australia Appetency Recruitment Services Full time

    Service Desk / Service Delivery Manager: Job ID:91a7d6da: Job Category:information-technology-business: Location:collingwood: Job's Advertised Area: Collingwood Salary on offer: To be discussed Leading a local, interstate and international service desk team of nearly 20 techs:Leader who knows how to build & improve the performance of centralised MSP service...

  • Service Desk Manager

    1 week ago

    Melbourne, Victoria, Australia Hawksworth Full time

    Recruit & Lead a team of Service Desk Agents to success Excellent Culture and work flexibility UK client expanding operations into Australia get in at ground levelHawksworth Consulting is thrilled to partner with a renowned UK Retail SaaS provider, a trailblazer in the industry for over two decades. Brace yourself for an extraordinary opportunity to join...

  • It Service Desk Manager

    1 week ago

    Melbourne, Victoria, Australia Swtest Full time

    You will be responsible for overseeing the IT Support Services Desk, ensuring the delivery of high-quality technical support which meets pre-defined SLAs. You will lead a team of support technicians, providing guidance, training, and mentorship to ensure optimal performance and end user satisfaction.Call recording, problem escalation and monthly reporting...

  • Senior Service Desk Technician

    1 week ago

    Melbourne, Victoria, Australia Kinetic IT Full time

    ABOUT THE OPPORTUNITY We're on the lookout for a talented Senior Service Desk Technician to join the Kinetic IT crew, possessing skilled & experienced technical knowledge to support the diverse customer site directly. This is a Permanent Full-time role, based in the heart of Melbourne CBD - we are also able to offer some flexibility of working in...

  • IT Service Desk Manager

    1 week ago

    Melbourne, Victoria, Australia Granite Consulting Full time

    Permanent employment- $140k - $150k + Super Melbourne basedResponsibilities: Lead and manage the IT service desk team, providing guidance, support, and mentorship to team members. Implement and adhere to ITIL best practices in service management, incident management, problem management, change management, and service request fulfillment. Oversee and ensure...

  • IT Service Desk Manager

    1 week ago

    Melbourne, Victoria, Australia Head Office St Kilda Rd Full time

    IT Service Desk ManagerPermanent Full Time PositionFriendly and supportive work cultureAre you looking for a rewarding career that allows you to combine your professional skill and passion for delivering excellent customer service to people?Our IT department at Healthscope's head office has a vacancy for an enthusiastic and motivated individuals to lead our...

  • Level 1/2 Service Desk Analyst

    1 week ago

    Melbourne, Victoria, Australia BFV Service GmbH Full time

    Our client is currently looking for a Service Desk Officer you will be the first POC therefore need excellent customer service skills and are confident about your technical knowledge with the maturity to know when to escalate.This is a diverse role where you will need to be proactive and take initiative. Responsibilities of the roleProvide first level...

  • Service Desk

    1 week ago

    Melbourne, Victoria, Australia Michael Page Full time

    Career progression & development opportunitiesSupportive Team EnvironmentAbout Our ClientMy client has an immediate requirement for a Service Desk Officer who will be providing technical support throughout the broader organisation. This is an initial 12-month with likelihood of extension.Job DescriptionAs the Service Desk Officer you will be responsible for:...

  • IT Service Desk

    1 week ago

    Melbourne, Victoria, Australia M&T Resources Full time

    MelbourneIT & Telecomms Help Desk / SupportPrime Eastern Suburb LocationInitial Three-month contract with possible extensionCompetitive hourly rateAbout the role:This role involves facilitating prompt delivery of network and desktop services, including hardware and software support, to ensure optimal computer use for internal and external customers....

  • Service desk lead

    1 week ago

    Melbourne, Victoria, Australia Wipro Full time

    Role Purpose The purpose of this role is to serve as a support, escalation point for the agents in solving issues presented to the Account Service Desk Do To support the service desk agents in prompt delivery & customer service Advise and collaborate with the agents on current issues and works toward the resolution of tickets Manage and coordinate escalated...

  • Service desk lead

    1 week ago

    Melbourne, Victoria, Australia Wipro Full time

    Job Description Role Purpose The purpose of this role is to serve as a support, escalation point for the agents in solving issues presented to the Account Service Desk Do To support the service desk agents in prompt delivery & customer service Advise and collaborate with the agents on current issues and works toward the resolution of tickets Manage and...

  • Service Desk Officer

    1 week ago

    Melbourne, Victoria, Australia Michael Page Full time

    About Our Client My client has an immediate requirement for a Service Desk Officer who will be providing technical support throughout the broader organisation. This is an initial 12-month with likelihood of extension. Job Description As the Service Desk Officer you will be responsible for: Service Desk ticket management (e.g., Service Now) ...