IT Service Excellence Manager

5 days ago

Melbourne, Victoria, Australia beBeeOpportunity Full time $110,000 - $140,000
Job Overview

The IT Operations Lead is responsible for delivering and enhancing the overall performance of IT operations across the organization. The role plays a critical part in driving efficiency, quality, and customer satisfaction.


Key Responsibilities

The IT Operations Lead will be accountable for:

  • Providing timely and effective support to complex technical issues, either directly resolving them or coordinating with senior engineers when necessary.
  • Overseeing daily service desk operations, ensuring adherence to SLA compliance and maintaining consistent ticket hygiene across regions.
  • Regularly reviewing the configuration of the service desk platform and suggesting or implementing improvements aligned with ITIL best practices and evolving team needs.
  • Collaborating with IT leadership and infrastructure teams on operational initiatives and service enhancements.
  • Identifying opportunities for process automation, self-service enhancements, and knowledge base improvements to increase operational efficiency and user satisfaction.
  • Providing guidance and informal mentorship to IT support staff to ensure consistent service delivery.
  • Coordinating operational activities with IT Services, including asset management, software licensing, procurement, and vendor engagement.
  • Identifying and escalating recurring technical issues to the appropriate teams for problem management.
  • Maintaining adherence to security and compliance procedures in support activities.

About You
  • A minimum of 3 years of experience in IT support or service desk roles, with demonstrated expertise in incident management and technical troubleshooting.
  • Strong working knowledge of desktop support environments, end-user computing, and service desk platforms.
  • Exposure to ITSM frameworks such as ITIL (certification preferred but not required).
  • Experience coordinating support teams or acting as an escalation point.
  • Excellent organizational skills, with the ability to manage priorities in a fast-paced environment.
  • Strong interpersonal and communication skills, with a customer-focused mindset.
  • Familiarity with endpoint management tools (e.g., Intune), Office 365 administration, and Active Directory.

What We Offer
  • Variety: Each day presents new challenges and opportunities for growth.
  • Growth Opportunities: Enhance your skills and advance your career through ongoing training and development.
  • Collaborative Environment: Work within a supportive and talented team.
  • Flexibility: Enjoy a balanced work-life by taking advantage of flexible working hours.
  • Impact: Contribute to the success of our business and make a real difference.

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