Digital Service Desk Manager

4 weeks ago


Melbourne, Australia Precision Sourcing Full time

Nov 7, 2023
- Information & Communication Technology
- Permanent
- Melbourne, Victoria
- Full-Time
- **Leading national organization**:

- **Melbourne CBD office-**3 days/2 days remote**:

- **Lead best in class IT helpdesk team & services**

**What will this job do to improve your life**

Leading national organization, located in Melbourne CBD. They offer a flexible hybrid work model (3 days in the office, 2 days remote). You will work with an amazing group of leadership peers and whilst elevating your career prospects.

**The Low Down**

This is your chance to spearhead a top-tier IT service desk, lead a team of digital service desk analysts and shape a seamless first-line support experience for the organization

**Key Responsibilities**:

- Manage a team of service desk analysts, fostering a collaborative and efficient work environment.
- Define and lead the delivery of service desk operational processes
- Serve as the point of escalation for complex service desk requests, ensuring swift resolution.
- Provide senior leadership with detailed reports on ticket volumes, turnaround times, and key metrics.
- Effectively manage vendor relationships to optimize service delivery.

**What You Need to Succeed (essential)**
- Minimum 5 years, current experience managing an IT service desk, demonstrating a deep understanding of service desk operations.
- Proven track record in managing teams of digital service desk analysts, fostering their professional growth and development.
- Strong expertise in ITIL
- Excellent vendor management skills
- Demonstrated success in implementing and enhancing service desk processes
- Proficiency in budget development and management

**Culture & Company**
- A values-driven organization committed to fostering an inclusive and supportive workplace.
- High employee retention and excellent career development opportunities.
- Shape the future of IT support and advance your career in a values-driven environment



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