Service Desk Operations Manager

3 days ago

Brisbane, Queensland, Australia beBeeLeadership Full time $97,000 - $115,000
Job Title

The Service Desk Team Lead plays a pivotal role in driving the success of our department's key frontline services.

Key Responsibilities
  • Guide and manage the development of the service desk team by providing expert guidance on service catalogues and service desk activities.
  • Oversight of the ServiceNow ticketing system to ensure effective incident management and request fulfilment processes.
  • Coordinate administrative and technical workloads for the service desk team, including communicating procedures, coordinating training, and providing feedback on quality assurance and customer satisfaction.

This position entails a variety of responsibilities, including:

  • Review and improve the effectiveness of the Service Centre through best practice procedures, governance, and compliance activities.
  • Manage Tier 1 technical support team in resolving queries via telephone, remote desktop tools or face-to-face interactions to effectively coordinate resources, releases, and operational support activities.
  • Oversee and maintain quality control and assurance activities to ensure current and accurate documentation (routine and non-routine), ICT processes, and standards align with departmental policies and regulatory requirements.

Fostering teamwork and assisting with human resource management activities, including staff performance and development, training, and review. Leadership competencies will be assessed based on Queensland behavioural profiles that link to the role's key accountabilities:
Vision - Stimulates ideas and innovation - Makes insightful decisions
Results - Builds enduring relationships - Drives accountability and outcomes
Accountability - Fosters healthy and inclusive workplaces - Demonstrates sound governance

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