Service Desk Operations Lead

7 days ago

Canberra, ACT, Australia beBeeManager Full time $80,000 - $125,000
About the Role

Our organization is seeking a seasoned IT Service Desk Manager to oversee service desk operations, ensuring exceptional customer service and team performance.

This leadership role demands a hands-on approach, ideal for someone who excels in fast-paced environments, enjoys mentoring teams, and has a keen eye for process improvement.

Key Responsibilities:

  • Lead day-to-day operations of the IT Service Desk, ensuring SLAs, KPIs, and customer satisfaction metrics are met
  • Cultivate and develop a team of service desk analysts and technical support staff
  • Establish and maintain service management processes aligned with ITIL principles
  • Act as escalation point for complex technical issues and high-priority incidents
  • Drive continual service improvement initiatives, process documentation, and root cause analysis
  • Collaborate with stakeholders to ensure service quality and alignment with business goals
  • Maintain asset, configuration, and access management processes and controls
About You
  • Proven experience managing or leading an IT Service Desk or technical support function
  • Strong knowledge of IT service management principles, ideally supported by ITIL certification
  • Excellent interpersonal and communication skills, with ability to build rapport across technical and non-technical teams
  • A proactive and solution-oriented leader with keen interest in improving team performance and service outcomes
  • Familiarity with Windows environments, Office 365, Active Directory, ticketing systems, and remote support tools
  • Australian citizenship or permanent residency (required)
  • Exposure to government clients or secure environments
  • Experience working within ISO 27001 or similar compliance frameworks
  • Project coordination or service transition experience

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