Career Leader

2 weeks ago

Sydney, New South Wales, Australia beBeeService Full time $140,000 - $170,000
IT Service Delivery Manager Position Overview

This is an exciting career opportunity for a highly experienced IT service delivery professional to lead our Regional Service Desk team into a future growth phase of the business.

As a key member of the management team, you will provide leadership and technical guidance across the day-to-day operations of the Service Desk Team. Your expertise will ensure high service delivery standards are achieved across the organization.

The Service Desk team comprises members from multiple cities in Australia as well as staff based in our Bangalore office. Strong experience in managing an internal offshore team is required for this role.

Key Responsibilities:
  • Manage a distributed team of service desk engineers across the ANZ region.
  • Provide effective leadership to a highly distributed team of engineers across ANZ.
  • Prioritize service desk workloads to ensure service levels are met.
  • Identify service desk trends and report on them to key stakeholders.
  • Utilize strong experience with the ServiceNow platform where advantageous.
  • Collaborate closely with various areas of the business to produce cost-effective, innovative, and efficient solutions to business issues using our systems and technologies.
  • Manage escalations from the business through to resolution.
  • Provide a high level of service for VIP and Executive clients.
  • Proactively identify and resolve IT issues.
  • Provide second and third-level hardware and software support.
  • Adhere to all processes and document procedures accordingly.
  • Recommend, coordinate, and perform the replacement of IT-related equipment.
Requirements:
  • Relevant tertiary qualification in Information Technology.
  • 3+ years' experience in a Team Lead or Service Desk Manager position.
  • Strong customer service, communications, and leadership skills.
  • Strong organizational skills with the ability to multi-task and show flexibility in an ever-changing role.
  • Collaborative, team player mindset.
Technologies:
  • IT service management framework.
  • Windows 11 operating system.
  • Microsoft 365 productivity suite including Outlook, Excel, Word, PowerPoint, One Note, and One Drive.
  • Citrix virtualisation technology.
  • Teams communication platform.
  • Configuration Manager IT asset management tool.
  • Audio and Visual conferencing technology.
  • LAN/WAN/WLAN network infrastructure.
  • Mobile Device Management mobile device security solution.

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