Service Desk Manager

3 weeks ago

Melbourne, Victoria, Australia Davies Collison Cave Full time
Job Title: Service Desk Manager Job Summary: We are seeking an experienced Service Desk Manager to lead our IT support team in delivering exceptional customer service to our business stakeholders. As a key member of our technology leadership group, you will be responsible for ensuring the smooth operation of our service desk, providing technical guidance and support to our team, and influencing the technology roadmap to align with best practices. Key Responsibilities: * Lead the Service Desk team to achieve exceptional customer service outcomes by coaching, mentoring, training, and directing the team's day-to-day activities. * Develop and implement a standard operating procedure to establish best practices for the technical support process. * Collaborate with key business representatives to incorporate feedback into continuous improvement of Service Delivery activities and processes. * Ensure effective management of planned and reactive incidents, minimizing impact on business operations and enhancing user satisfaction. * Serve as the primary escalation point for technology-related issues and/or requests, coordinating resources to ensure a prompt resolution within agreed service levels. * Work with the Change Coordinator to plan a forward schedule of change and ensure clear and consistent communication of end-user impacts. * Maintain asset, software licensing, and third-party vendor contact registries and keep information current. * Demonstrate a strong customer focus in all behaviors, including handling challenging customer service enquiries. Requirements: * Actively work with the Service Desk team to ensure all support requests are adequately prioritized and resolved, with regular status communication with the request initiator. * Collaborate with the QANTM technology team (Infrastructure, Architecture, and Group Applications) and contribute knowledge to the resolution of complex problems, service improvements, and technology enhancements. * Provide thought leadership in maximizing efficiencies within existing systems. * Drive effective configuration and use of QANTM's service management system (iVanti). * Monitor ticket volumes, trends, and usage to identify problems and improvement opportunities. * Manage third-party providers within agreed measures and/or service levels. * Manage major incidents and problems for the technology team as per ITIL standards. * Act as SME in all related technology matters. About Us: We are a dynamic and professional team representing a diverse range of backgrounds, cultures, and experiences. We are committed to creating a diverse and inclusive environment that welcomes and values all people. Aboriginal and Torres Strait Islander people, women, those from the LGBTIQ+ community, people living with disability, and those from culturally and linguistically diverse backgrounds are encouraged to apply. What We Offer: * A workplace that fosters collegiality in a flexible, fair, and inclusive setting. * An opportunity to join one of Australia's largest and most respected Intellectual Property firms. * A chance to work with world-class clients and powerful brands. * A dynamic and professional team environment. * Opportunities for career growth and development. How to Apply: If you are passionate about technology and learning, and have a passion for resolving complex issues and managing a team, please submit a Cover Letter and current CV.

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