Service Desk Operations Manager
3 days ago
About Queensland Fire and Emergency Services is an organization providing fire prevention, preparedness, and response services to the community. Our mission is to protect life, property, and the environment from the impacts of natural hazards and emergencies.
The Service Centre provides Tier 1 Information Communication Technology (ICT) services for approved software and hardware, troubleshooting and resolving problems with IT equipment and applications. The team also provides detailed support and guidance to end-users, ensuring a reduction in downtime and improving customer experience.
Key Responsibilities- Lead and manage the development of the team by providing guidance and advice relating to service catalogues and service desk activities.
- Oversee ServiceNow ticketing system and ensure the effective management of the incident management and request fulfilment processes.
- Coordinate administrative and technical workloads for the service desk team.
- Monitor and report against the Service Desk queue and act as an escalation point for high priority incidents.
- Demonstrated Team Lead/Supervisor experience within a fast-paced ICT service delivery function.
- Experience in the use of ServiceNow, especially knowledgeable with Incident, Request, Critical Incident, Change, Problem.
- Certification in ITIL 4 Foundations.
As a leader at Queensland Fire and Emergency Services, you will be responsible for overseeing the coordination of service desk functions and supporting IT service management processes. You will lead a team of experienced professionals who provide excellent customer service to our stakeholders. Your leadership skills will play a critical role in driving accountability and outcomes for your department.
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