IT Service Desk Manager

1 week ago


Perth, Western Australia beBeeManager Full time $80,000 - $100,000

Role Overview

The IT Service Desk Manager is responsible for providing leadership and supervision to a team of service desk professionals. This includes allocating tickets, ensuring client satisfaction, service levels, and performance targets are met.

Main Responsibilities

  • Lead the team in daily operations, including ticket allocation and oversight
  • Perform regular reviews to ensure high morale within the team
  • Mentor team members, identifying training needs and assisting with performance management
  • Coordinate day-to-day activities, acting as an escalation point and resolving issues efficiently
  • Promote continuous improvement with senior management
  • Collaborate on recruitment, onboarding, and exit processes
  • Manage team resourcing, leave balances, and ensure consistent delivery of quality services
  • Understand and meet SLA requirements
  • Maintain operational procedures and keep records up to date

Requirements

  • Team Leadership Experience – At least 1 year in a management/team leader role with a direct reporting staff in a call center or support role
  • Excellent Communication Skills – Required to mentor and train the team
  • Service Desk Operations Proficiency – Understanding how a Service Desk functions and the importance of customer service
  • Troubleshooting – Good base understanding of IT and Technical support
  • Previous experience in Service Desk or Call Center support role
  • ITIL - Core understanding of incidents, problems, and change management processes (desirable)

What We Offer

  • A supportive team environment with a strong technical support network
  • Broad range of options for training and developing your IT skills
  • Opportunity to work with the latest technologies
  • Internal career growth for high performers
  • Lunches and snacks provided
  • Bonuses and incentives for upskilling
  • Referral bonus

Location: Perth, AU



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