Service Desk Leadership Role

1 week ago

Sydney, New South Wales, Australia beBeeCustomer Full time $90,000 - $130,000
Job Title: Service Desk Manager

 

The Service Desk Manager will play a pivotal role in driving customer experience excellence within our Technology Team during this exciting period of digital transformation and growth in our services.

This individual will be responsible for spearheading process improvements to enhance the customer experience, leveraging metrics and dashboarding through ServiceNow to track performance and identify areas for enhancement. They will also provide leadership, developing a high-performing team, and drive change initiatives with a focus on customer needs and service improvement.

Key Responsibilities:

  • Lead a high-performing service desk team in a complex environment.
  • Implement service improvements and efficiencies.
  • Manage workforce planning and rostering to optimize service delivery.
  • Develop and implement processes to delight customers.

Requirements:

  • Minimum 3 years of experience in IT service desk leadership.
  • Minimum ITIL and/or ISO/IEC 20000 certification: Foundation.
  • Proficiency in ServiceNow or similar IT service management platforms.
  • Demonstrated ability in metrics dashboarding and performance reporting.

About Our Organisation:

Our organisation is a Catholic entity grounded in a 2,000-year tradition of caring for others. We are committed to delivering high-quality patient care and promoting the health and wellbeing of our community.

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