Service Desk Manager

7 months ago

Bentleigh East, Australia Officeworks Full time

**Title**:Service Desk Manager**:

- Location: Bentleigh East, Victoria, AU**About us**:
At Officeworks we make bigger things happen. Our customers, our team, and our community are our heart and soul. And if our brilliant people have taught us anything, it is that we can do all kinds of incredible things, each and every day.

Fast paced. Innovative. Inspiring. With more than 8000 team members and a national footprint of more than 168 retail stores Australia wide - we’re focused on delivering a wide range, low price and great service. We’re about inspiring new ideas and thinking outside the box. We’re about kicking goals, having a laugh and pushing each other. We are about being rewarded and supported. We’re about teaching a customer something new and supporting the community. We’re about making a difference.

**About the role**:
We are currently seeking a highly skilled and experienced Service Desk Manager to join our Officeworks team. As the Service Desk Manager, you will lead a team in providing courteous and efficient support to all users of our IT systems. Your role will involve managing a team of Analysts who maintain service availability of IT systems and support for various departments and locations within Officeworks.

Some of your responsibilities will include:
Key Responsibilities:

- Provide general advice to team members and handle escalated team member problems, queries, and complaints effectively and in a timely manner.
- Advise management regarding the capabilities and operational status of all systems and support.
- Manage a roster to ensure the Service Desk is appropriately staffed to answer a minimum of 80% of calls within two minutes.
- Monitor all incidents reported to the Service Desk, identify problems, and liaise with IT suppliers for their resolution.
- Ensure all incidents are logged and kept current via an IT Service Management system (ITSM).
- Establish KPIs for the Service Desk, monitor service level issues, and recommend solutions for improvement.
- Produce reports reflecting Service Desk and job stream statistics in a timely manner.
- Develop the technical and service skills of the Service Desk team.
- Coordinate critical incident responses and conduct root cause analysis.
- Implement a continuous improvement stream to reduce incidents and calls to the Service Desk.

**About you**:
Ideally you will possess the following:
Formal Education:

- Appropriate tertiary qualifications ideally at the postgraduate level. ITILv4 Managing Professional/Foundations and ServiceNow System Administrator certifications.

Work Experience:

- Sound experience in Service Desk Management or equivalent experience, ideally in the retail industry.
- Sound knowledge and experience utilizing ITIL processes.
- Familiarity with both Waterfall and Agile Project Methodologies.
- Experience working cross-functionally at senior levels, managing teams, and budgets.

Skills/Knowledge/Attributes:

- Good planning and organizational skills.
- Strong communication skills.
- Advanced problem-solving skills.
- Advanced technical skills.
- Ability to work in a team environment.
- Able to perform well under limited supervision.
- Must show initiative, innovation, and creativity.
- Passionate about IT solutions and demonstrate an interest in emerging technologies.

**Our culture**:
It’s all in a day’s work when you’re part of the Officeworks community - where you’re not defined by who you are, but what you can do. We celebrate our teams’ uniqueness by offering the below to the Officeworks family:

- An inclusive, diverse, and supportive environment.
- Flexible working arrangements to best support your individual needs.
- A key focus on wellbeing and safety.
- Generous discounts at Officeworks, Geeks 2 U, Bunnings, Kmart, Target and Catch.
- Ongoing training and development opportunities to progress your career.
- Industry leading Growing Families policy and access to Circle In portal for Working Families.

Officeworks is a** ‘Circle Back Initiative’ **employer - we commit to respond to every applicant.

LI-MS1 #LI-HYBRID

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