IT Service Desk Manager

3 weeks ago

Melbourne, Australia illion Full time

Company Description

illion is the leading independent provider of trusted data and analytics products and services in Australia and New Zealand. illion leverages its consumer and commercial credit registries to provide end-to-end customer management solutions to clients in the financial services, telecommunications, utilities, and government sectors.

**Job Description**:
**About the Role and Business Unit**

Working as a key member of the Service Delivery leadership team, this role is responsible for leading the IT Service Desk function. The IT Service Desk provides day-to-day 1st and 2nd level technology support and technical assistance where needed to internal and external customers.

**Functional Tasks and Responsibilities**
- Management of the Technology Service Desk team and all service desk requests.
- Training, developing, coaching, and motivating members to meet performance measures.
- Ownership of stakeholder management and being the escalation point for all service desk issues, coordinating with level 2/3 teams to ensure all the relevant updates are provided to support customer escalations.
- Proactively manage and recognise opportunities to improve current processes to enhance the efficiency of day-to-day tasks and the delivery of the service desk function to stakeholders.
- Conduct daily team stand-ups and weekly cross-team operational meetings.
- Ensure all processes are thoroughly documented and adhered to by the service desk, consistently audited and regularly improved.
- Inform and keep the Service Delivery Manager and Head of Enterprise Service Delivery updated on any major escalations or issues.
- Work with Technology management to enhance SLAs and ensure effective measures are implemented, captured, and reported.
- Ensure Service Desk is operating efficiently and in a manner that best supports the entire illion enterprise operation, pitching in to help the team where necessary to deliver outstanding service and support.

**Key Skills**
- Hands on leadership with responsibility for all IT end user compute and desktop support working effectively in a fast-paced environment.
- Strong team management and leadership skills coupled with excellent stakeholder relationship management.
- Key focus on excellent customer service and prompt handling of all escalations.
- Ability to interact effectively with customers and stakeholders and all levels of the organisation as well as with external support vendors.
- Understanding of effective IT Service Desk related SLAs and KPIs.
- ITIL Foundation certified, or at least an excellent understanding the ITIL Service Management framework (Incident/Request/Change/Problem Management).

**Qualifications**:
**Experience**
- At least 2 years’ experience leading and managing a team of front-line end user compute Service Desk support team members in an enterprise environment.
- At least 5 years’ experience working in an IT Service Desk team providing excellent customer focussed service and technical support.
- In-depth knowledge and experience implementing and managing effective SLAs and KPIs.
- Good experience with laptop/desktop building, imaging, and troubleshooting hardware and OS related issues with drivers, hardware components, etc.
- Well versed with administering Windows and Azure Active Directory administration.
- Demonstrated working knowledge of MS Exchange, O365, SCCM, Windows 10 desktop OS and SOE building/management, IP Telephony, and mobile device management.
- Managing and working with external third-party support vendors, driving speedy resolutions and positive outcomes to business and end user issues.

Additional Information
- Flexibility and Remote Working Options
- Gifted Leave, Purchased Leave, Public Holiday Swap and Paid Volunteer Leave
- Corporate Discounts (ie. Health Insurance)
- Free Employee Assistance Programme, Free Flu Shots and Subsidised Gym Memberships

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