Service Desk Lead

3 weeks ago

Burwood, Australia Logicalis Australia Full time

We are a seeking a "Service Desk Lead" for on our client in Emergency services located in Melbourne. They use one of a kind communication services to manage the provision of advanced, operational communications for State level emergency services.

As Service Desk Lead you will responsible for managing daily operations of the Service Desk, managing the Service Desk team, representing the team to other stakeholders, and helping to ensure that the Service Desk is constantly developing and improving.

Its a 3-months contract initially.

**Responsibilities**:

- Effectively managing, developing, and training the service desk team
- Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved.
- Conducting and sharing results from service and operation performance reviews
- Coordinating and managing all relevant stakeholders.
- Being aware of and managing the costs of running the service desks
- Maintain accuracy of ITSM data, provide the data analysis, performance reporting and dashboards
- Perform the role of Incident Manager, facilitating the effective restoration of impacted services, liaising with technical SMEs, vendors, and other stakeholders, providing relevant communications to clients Operations team and senior leadership.

**Requirements**:

- ITIL Foundation v3 / 4
- The ability to build a cohesive team and to coach/manage people effectively.
- A thorough understanding of the strategic vision for the service desk and the ability to set the long-term direction of the team.
- Knowledge and understanding of best practices for service management
- Strong communication skills, including the ability to be influential and persuasive with stakeholders
- An ability to market and promote the service desk and to advocate for necessary resources, support, and appreciation for the service desk.

**Benefits**
- The contribution of each individual really matters
- Your efforts will make a difference to people every day
- The work we do is personally rewarding and critical to the Victorian community
- Our people are proud of the role we play and the important work we do
- The service we offer is as unique as the challenges you’ll face
- The variety and importance of what we do every day will drive you to fulfill your true potential

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