IT Service Desk Manager

3 weeks ago

Canberra, ACT, Australia Contractor Central Full time

About the Role

Contractor Central is proud to partner with AUIT, a Canberra-based technology firm delivering IT managed services, support, and solutions across a range of government and commercial clients. We are seeking an experienced and proactive IT Service Desk Manager to lead AUIT's service desk operations, ensuring high standards of customer service, technical delivery, and team performance.

This is a hands-on leadership role, ideal for someone who thrives in a fast-paced environment, enjoys mentoring teams, and has a keen eye for process improvement.

Key Responsibilities

  • Lead and manage the day-to-day operations of the IT Service Desk, ensuring SLAs, KPIs, and customer satisfaction metrics are met
  • Coach, mentor, and develop a team of service desk analysts and technical support staff
  • Establish and maintain service management processes (incident, request, problem, change) aligned with ITIL principles
  • Act as an escalation point for complex technical issues and high-priority incidents
  • Drive continual service improvement initiatives, process documentation, and root cause analysis
  • Collaborate with internal stakeholders and clients to ensure service quality and alignment with business goals
  • Generate and present service performance reports and contribute to quarterly reviews
  • Maintain asset, configuration, and access management processes and controls

About You

  • Proven experience managing or leading an IT Service Desk or technical support function
  • Strong knowledge of IT service management principles, ideally supported by ITIL certification
  • Excellent interpersonal and communication skills, with the ability to build rapport across technical and non-technical teams
  • A proactive and solution-oriented leader with a keen interest in improving team performance and service outcomes
  • Familiarity with Windows environments, Office 365, Active Directory, ticketing systems, and remote support tools
  • Australian citizenship or permanent residency (required for client compliance)
  • Exposure to government clients or secure environments
  • Experience working within ISO 27001 or similar compliance frameworks
  • Project coordination or service transition experience
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