Service Desk Manager

2 weeks ago

Canberra, ACT, Australia Australian Sports Commission Full time

The Australian Sports Commission is embarking on the Green and Gold decade. An exciting time filled with international sporting competitions on home soil, including the Men's and Women's Rugby World Cup, and culminating in the Brisbane 2032 Olympic and Paralympic Games. We have an ambitious new Strategic Vision and we need the best players on our team to help us deliver real results for the sporting sector and all Australians.

Are you up for the challenge?

About the team - The Cyber Security and IT Support Team is within the Technology Branch of the Australian Sports Commission (ASC). The section delivers a range of strategic and advisory services relating to Cyber and ICT to ASC and the wider sport community through its internal capabilities. The section also coordinates ICT support services to the ASC through a number of internal and external capabilities and arrangements.

About the role - The Service Desk Manager role provide responsive, professional and client-focused front-line technical assistance to ASC technology users. Leading the Service Desk Team to answer queries on common technical issues, track and escalate more complex incidents and requests. Work with all areas of Technology to ensure services align to defined performance standards and procedures. Key responsibilities include:

  • Lead and manage the Service Desk, including day-to-day operations, priorities for staff, training and developing work plans.
  • Detect, analyse, report and escalate emerging Service Desk issues and risks, recognising systemic issues that could prevent organisational-wide disruptions and recommending suggestions for increased service provision.
  • Perform technical support tasks such as computer deployments, IT installations, account creations/management, Active Directory management and reporting.
  • Work closely with Service Performance roles to ensure support technician services are integrated into broader service delivery context.
  • Ensuring the Service Desk provides professional, reliable and responsive telephone, message and face-to-face support and advice for ASC ICT services.
  • Effectively manage client and external partner relationships, negotiating priorities, escalated enquiries and incidents when necessary.
  • Develop and maintain procedure and technical documentation, providing input to revisions or improvements.
  • Troubleshoot complex technical issues, consulting with colleagues to develop agreed resolutions and monitoring the solution's effectiveness.

About you - We are looking for a high performing individual who has a keen focus on delivering outcomes for clients. You will have great communication skills, and enjoy working in a high tempo environment. The successful candidate will have:

  • Experience in customer service.
  • Demonstrated experience in an Information Technology field and/or relevant degree/certification.
  • The ability to take ownership of escalated issues and coordinate with appropriate resources to resolve them in a timely manner.
  • The ability to document, track, monitor, follow up and prioritise customer support requests to ensure a timely resolution and transfer information to knowledge base.
  • Good knowledge of consumer technology environments, common hardware, common office productivity applications including O365, and Active Directory.
  • Good knowledge and/or experience using Azure services.

This position is offered as an ONGOING.

Why work with us?

We have offices located in Canberra, Melbourne and Sydney. Across all locations, we offer:

  • Options for flexible working arrangements.
  • Annual allowances towards training based on individualised career goals.
  • Access to a customised ASC L&D calendar for ongoing professional and career development.
  • Generous superannuation scheme with up to 15.4% employer contributions.
  • Corporate discount on AIS Shop merchandise.
  • Access to Clearinghouse for Sport, an information sharing platform for Sporting professionals.

Additionally, our Canberra campus offers:

  • Free onsite parking
  • Onsite facilities including café, dining hall, gym, and swimming pool.
  • Priority placement for your children to access the award winning, onsite AIS Caretaker's Cottage Childcare Centre.

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