IT Service Desk Manager

4 weeks ago

Sydney, New South Wales, Australia Colliers International Deutschland Holding GmbH Full time

**Company Overview**

At Colliers, we are a team of passionate individuals who take personal responsibility and always do what's right for our clients, people and communities. We empower them to think and act differently to drive exceptional results.

We have circa 9,000 experts in Asia Pacific, with an enterprising culture and decentralised operating model that allows us to act with speed in local markets, seizing opportunities to innovate and accelerate the success of our clients and our people.

Our collaborative culture sets us apart, helping experts become true specialists and providing a long-term structure and platform to accelerate their success.

**Job Description**

This is an exciting opportunity for an experienced IT Help Desk 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 key responsibilities in this role include:

  1. Managing a distributed team of Service desk engineers across the ANZ region.
  2. Prioritising service desk workloads to ensure service levels are achieved.
  3. Identifying service desk trends and reporting on them to key stakeholders.
  4. Working closely with various areas of the business to produce cost-effective, innovative, and efficient solutions to business issues using our systems and technologies.
  5. Managing escalations from the business through to resolution.
  6. Providing a high level of service for VIPs and Executives.
  7. Identifying and proactively resolving IT issues.
  8. Providing second and third level hardware and software support.
  9. Adhering to all processes and documenting procedures accordingly.
  10. Recommending, coordinating and performing the replacement of IT-related equipment.
  11. Demonstrating leadership to a highly distributed team of engineers across ANZ.

**Qualifications**

The key technologies that this position will be supporting include:

  1. ITIL
  2. Windows 10
  3. Microsoft 365 – Outlook, Excel, Word, PowerPoint, OneNote, OneDrive
  4. Citrix
  5. Teams
  6. Configuration Manager
  7. Audio and Visual (conferencing)
  8. LAN/WAN/WLAN
  9. Mobile Device Management

The skills and experience you will bring to this role include:

  1. Relevant tertiary qualification in Information Technology.
  2. 3+ years' experience in a Team Lead or Service Desk Manager position.
  3. Strong customer service & communications skills.
  4. Strong organisational skills with the ability to multi-task and show flexibility in an ever-changing role.
  5. Collaborative, team player.

**Additional Information**

We foster an environment in which everyone at Colliers feels respected and comfortable bringing their authentic selves to do their best work. It's our people who set us apart and we actively recruit people who represent the diversity of the communities in which we operate. We take great pride in doing what's right and operating in ways that benefit the business, our people, our clients, our communities, and the environment.

Experts join experts, and we welcome you to join us as we lead the industry into the future.

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