IT Service Delivery Manager

4 weeks ago

Sydney, New South Wales, Australia Colliers Full time

Colliers Sydney, New South Wales, Australia

Job Description

This is an exciting opportunity for an experienced IT Service Delivery Manager to lead our Regional Service Desk team into the future growth phase of our business. You will provide leadership and technical advice across the day-to-day operations of the Service Desk Team and ensure high service delivery is achieved across the business. The Service Desk team comprises members from 3 cities in Australia as well as staff based in our Bangalore office, so strong experience in managing an internal offshore team is required for this role.

Responsibilities
  • Managing a distributed team of Service desk engineers across the ANZ region.
  • Demonstrate leadership to a highly distributed team of engineers across ANZ.
  • Prioritise service desk workloads to ensure service levels are achieved.
  • Identify service desk trends and report on them to key stakeholders.
  • Strong experience with the ServiceNow platform will be considered Advantageous
  • Working closely with the various areas of the business to produce cost effective, innovative, and efficient solutions to business issues using our systems and technologies.
  • Managing escalations from the business through to resolution.
  • Providing a high level of service for VIP and Executives.
  • Identifying and proactively resolving IT issues.
  • Providing second and third level hardware and software support.
  • Adhering to all processes and documenting procedures accordingly.
  • Recommending, co-ordinating and performing the replacement of IT related equipment.
Qualifications
  • Relevant tertiary qualification in Information Technology.
  • 3+ years' experience in a Team Lead or Service Desk Manager position.
  • Strong customer service, communications and leadership skills.
  • Strong organisational skills with the ability to multi-task and show flexibility in an ever-changing role.
  • Collaborative, team player.
Technologies
  • ITIL
  • Windows 11
  • Microsoft 365 – Outlook, Excel, Word, PowerPoint, One Note, One Drive
  • Citrix
  • Teams
  • Configuration Manager
  • Audio and Visual (conferencing)
  • LAN/WAN/WLAN
  • Mobile Device Management
Application Information

Please apply with your CV or call Lydia Masterson on 02 9257 0357 for more information. Please be advised that applications will only be accepted directly rather than via recruitment agencies.


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