Service Desk Manager

3 days ago

Geelong, Victoria, Australia beBeeServiceDeskManager Full time $101,858 - $112,156
Job Title: Service Desk Manager

We are seeking a skilled professional to oversee the IT Help team and ensure seamless delivery of IT support services for staff and students.

  • This role involves overseeing the development, maintenance, and regular updates of a comprehensive knowledge bank to support incident management and service requests.
  • The successful candidate will act as the primary point of contact for escalations and major incident coordination within and outside standard business hours.
  • They will be responsible for completing statistical reporting and trend analysis on service provision.
  • The ideal candidate will lead by example by actively participating in frontline duties, including answering phones and assisting at the on-campus help hub.
  • They will establish and maintain a clear and efficient escalation process for issues requiring further support or intervention.
Required Skills and Qualifications:
  • A degree with substantial subsequent relevant experience; or
  • Extensive experience and management expertise in technical or administrative fields; or
  • An equivalent combination of relevant experience and/or education/training in Computer Science or Information Technology.
  • Information Technology Infrastructure Library (ITIL) foundation level.
  • Experience in leading and managing a customer service or support team.
  • Experience in managing escalation processes, including resolving complex issues and coordinating with other teams for support and interventions.
About this Opportunity:

This is an exciting opportunity to join a cutting-edge public university in Victoria, revolutionising education with 61,000 students across seven campuses.

We are proud to be a progressive and open-minded university, delivering the highest student satisfaction in Victoria and consistently ranked in the top 1% of the world's universities.

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