Service Desk Operations Lead

5 days ago

Sydney, New South Wales, Australia Demant Polska Full time
About the Job:

The Service Desk Manager will oversee daily support operations across the Southeast Asia and Pacific Region, ensuring the team provides exceptional customer-focused service to internal and external stakeholders. This role prioritizes the delivery of high-quality support across all platforms and technologies within Demant Polska.

Responsibilities:
  • Lead service desk operations, ensuring high-quality, customer-centric support aligned with SLAs.
  • Oversee team performance (team of 5), workload prioritization, training, and resource allocation.
  • Ensure effective stakeholder communication and maintain accurate knowledge resources.
  • Manage incident resolution, escalations, and continuous process improvements per ITIL standards.
  • Drive performance reporting, IT project participation, procurement, and asset management.
  • Oversee AV infrastructure, budget forecasting, and IT coordination for clinic projects.
  • Lead P1 incident management, system change communications, and global collaboration.
  • Facilitate IT procurement, installations, and other strategic initiatives as required.

You'll be Successful in this Role if You Have:
  • Expertise in IT Service Management with strong business acumen, Data Centre, and ITIL knowledge.
  • Proven leadership in team development, coaching, and leading by example.
  • Skilled in documentation, collaboration, and stakeholder engagement.
  • Strong time management, multitasking, and adaptability to changing priorities.
  • Advanced problem-solving and troubleshooting across Microsoft technologies.
  • Excellent communication skills, both written and verbal, with impact and influence.
  • Ability to work independently or within a team and travel as required.

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