IT Service Desk Manager

4 weeks ago

Canberra, ACT, Australia Auit Full time

Are you a passionate leader with a passion for driving service excellence in IT support? We're on the lookout for an experienced IT Service Desk Manager to take the reins of our dynamic service desk operations. This is a fantastic opportunity to lead a high-performing team, optimise support processes, and deliver top-tier service to our customers.

About Us

AUIT is an Australian managed service provider (MSP) specialising in full-service solutions and support. We're currently based in Canberra and have customers across multiple locations and industries.

At AUIT, we believe customers don't need to be tech experts to run their business effectively. Our aim is to empower our clients with the time and flexibility to focus on the activities they deem most important. We do this by making IT easy.

The services we provide clients are ever evolving but here are a few of the staples:
IT support, security services, project management, asset management, disaster recovery, backup management, business continuity, cloud services, hardware sales, Essential 8 compliance, and much more.

What does AUIT offer?
  • Career development in a leading Managed Services Provider (MSP) environment.
  • Permanent full-time employment with a competitive salary package.
  • Excellent customer engagement role.
  • Energetic and positive workplace culture where people enjoy what they do, have a laugh, and work closely together.
  • Training and Upskilling.
Key Role Responsibilities

There are two ESSENTIAL parts to this job that any candidate MUST be able to fulfil in order to be successful in this role:

  • Talent Acquisition:Continually find and recruit talented individuals to work under you in our growing service desk team.
  • Performance Management:Ensure optimal performance of the service desk staff and take action to address any shortfalls in performance.
Secondary ResponsibilitiesTeam Leadership, People Management
  • Lead and inspire a team of service desk analysts, ensuring effective IT support.
  • Monitor performance against KPIs/SLAs and implement continuous improvements.
  • Coach, mentor, and support the professional development of your team.
  • Foster a positive, collaborative team culture and conduct regular performance reviews and one-on-ones.
  • Ensure the secure onboarding and offboarding of service desk staff.
Service Desk Operations
  • Manage daily service desk activities and ensure prompt resolution of technical issues.
  • Act as the key escalation point for complex incidents and service requests.
  • Oversee the ticketing system, ensuring efficient prioritization and resolution within SLAs.
  • Support IT projects by liaising with stakeholders and coordinating service desk resources.
Process Improvement & Reporting
  • Refine and enforce support processes, policies, and best practices.
  • Deliver regular performance reports to the CEO and identify trends to drive improvement.
  • Explore opportunities for automation and workflow enhancements.
  • Collaborate with broader IT teams to ensure seamless end-to-end support.
Enhancing the User Experience
  • Champion a user-first approach with a focus on excellent service delivery.
  • Address user feedback and implement solutions to enhance satisfaction.
  • Provide training and documentation to empower users and reduce common support queries.
Requirements
  • Proven experience in an IT Service Desk or IT support leadership role.
  • Strong understanding of ITIL processes and Service Management best practices.
  • Excellent communication, people management, and problem-solving skills.
  • A proactive mindset with a passion for continuous improvement and team development.
  • Be an Australian Citizen
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