Service Desk Manager

Overview

Service Desk Manager at DXC Technology is a leadership role responsible for overseeing the daily operations of the Service Desk, delivering exceptional service, ensuring operational efficiency, and driving continuous improvement in line with global standards. This role can be based in Adelaide or Auckland.

Responsibilities

• Lead and manage a team of Service Desk representatives handling multi-channel customer interactions
• Develop and implement operational plans, policies, and procedures to meet service level agreements (SLAs) and quality standards
• Manage financial performance including budgeting, forecasting, and cost control
• Drive resource and capacity planning to meet evolving business needs
• Ensure seamless communication and collaboration with clients, account executives, and service delivery managers
• Lead performance management, career development, and succession planning for team members
• Monitor and report on key performance metrics and implement service improvements
• Ensure compliance with DXC Technology's Quality Management Systems and regional standards

Key Accountabilities

• Financial: Budget management
• Financial: Forecasting accuracy
• Financial: Productivity improvements
• People: Staff retention
• People: Succession planning
• People: Performance feedback
• People: Employee engagement
• Customer: SLA adherence
• Customer: Client satisfaction
• Customer: Innovation in service delivery

What We're Looking For

Experience & Qualifications

• 5–10 years' experience in Service Desk or Call Centre management
• Proven ability to manage operational plans, budgets, and service delivery teams
• Strong understanding of global and local Service Desk industry trends
• Experience in managing client relationships and delivering continuous improvement initiatives

Core Competencies

• Strong analytical, financial, and strategic planning skills
• Excellent communication, negotiation, and relationship-building abilities
• High level of commercial acumen and results orientation
• Demonstrated leadership in managing diverse teams and driving performance
• Ability to work independently and collaboratively in a fast-paced environment

Why Join DXC Technology?

At DXC Technology, we believe in innovation, collaboration, and excellence. You'll be part of a global team that values integrity, diversity, and continuous learning. This role offers the opportunity to make a significant impact on our service delivery and client satisfaction across the APJ region.

Ready to lead the future of service delivery?

Apply now and be part of a team that's shaping the digital experience for clients across the Asia Pacific and Japan.

Equal Opportunity Employer

DXC is proud to be an equal opportunity employer and we welcome submissions from people from all walks of life. We celebrate our diversity and recognise it is the unique contributions of our people that give us our edge.

Accommodation of Special Needs

Accommodation of special needs for qualified candidates may be considered within the framework of the DXC Accommodation Policy. In addition, DXC Technology is committed to working with and providing reasonable accommodation to support qualified individuals with physical and mental disabilities.

Work Model and Inclusion

Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We're committed to fostering an inclusive environment where everyone can thrive.

Recruitment Security

Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services. DXC does not make offers of employment via social media networks and DXC never asks for money or payments from applicants at any point in the recruitment process. More information on employment scams is available here.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology

Industries

• IT Services and IT Consulting

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