Technical Service Desk Manager

2 days ago

Brisbane, Queensland, Australia beBeeManagement Full time $102,885 - $138,188

Job Overview:

We are seeking a Technical Service Desk Manager to lead our service desk functions and support IT service management processes. As a key member of our team, you will be responsible for coordinating service desk activities, overseeing the technical support team, and ensuring that services are provided within pre-defined arrangements.

Your primary objective will be to manage the service desk queue, act as an escalation point for high-priority incidents, and ensure that issues are resolved promptly and effectively. You will also be responsible for reviewing and improving the effective management of the Service Centre through the application of best practice procedures, governance, and compliance activities.

In this role, you will have the opportunity to foster teamwork, assist with human resource management activities, and develop staff performance and development plans. You will work closely with our IT department to ensure that all technical issues are addressed in a timely manner and that our customers receive excellent service.

Key Responsibilities:

  • Lead and manage the development of the technical support team by providing guidance and advice on service catalogues and service desk activities.
  • Oversee the ServiceNow ticketing system and ensure the effective management of incident management and request fulfilment processes.
  • Coordinate administrative and technical workloads for the service desk team, including communicating and enforcing procedures, coordinating training, and providing feedback on quality assurance and customer satisfaction.
  • Monitor and report against the Service Desk queue and act as an escalation point for high-priority incidents.

Requirements:

  • Demonstrated Team Lead/Supervisor experience within a fast-paced ICT service delivery function.
  • Experience in the use of ServiceNow, particularly with Incident, Request, Critical Incident, Change, and Problem modules.
  • Certification in ITIL 4 Foundations or equivalent knowledge.
  • Ability to understand current technologies from a support, training, and escalation perspective.

Benefits:

  • A competitive salary and benefits package.
  • The opportunity to work in a dynamic and growing organization.
  • A supportive team environment with opportunities for professional growth and development.

This is an exciting opportunity for a motivated and experienced Technical Service Desk Manager to join our team. If you are a strong leader with excellent communication skills and a passion for delivering exceptional customer service, we encourage you to apply.

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