Service Desk Manager Global Education Provider

2 days ago

Sydney Central Business District, Australia Robert Half Full time

Transformative, visible & hands-on Service Desk Manager role focusing on team management, automation & business engagement. Global Education provider

**THE COMPANY**

This organization is a large and well-known Australian Education provider employing 5000+ staff in office locations across Australia, New Zealand, North America, Europe, Africa, Asia, and the Middle East.

They have created a friendly and collaborative environment with a focus on personal development and a great work/life balance.

**THE ROLE**

Service Desk Manager position accountable for a globally dispersed team who service 5000+ users in multiple regions.

It is an important, influential, and visible role that will focus on transforming and improving the Service Desk function.

This role offers a high degree of flexible hybrid working arrangements.

**_Key elements of the role: _**
- Accountable for managing the global Service Desk function and ensuring continuous IT Service Delivery.
- Lead, manage, and develop a globally dispersed Service Desk team of 8 (located in Australia & the UK).
- Incident, Problem, and Change Management.
- Creation of standardised processes.
- Vendor management of the ITSM tool (Jira).
- Timely communication of outages and performance issues if/when they occur.
- Establish close relationships with internal IT teams and business stakeholders.
- Identify/implement process improvements in line with ITIL.
- Reporting on monthly KPI's, post-incident reviews, and customer satisfaction.
- Contribute to IT Strategy development and execution.

**_Key deliverables: _**
- Develop automation and workflows to move away from manual processes.
- Service Management improvement with Jira.
- Improve collaboration and interaction between different regions so they can begin functioning as one unit.
- Be hands-on in the Service Desk to understand business needs and deliver improvements to the support experience.
- Provide ongoing leadership and professional development to the Service Desk team.

**REQUIRED BACKROUND, EXPERIENCE, SKILLS, PERSONAL QUALITIES**:
Suitable for an energetic up-and-coming Service Desk Manager who is eager to undertake transformative role inside a stable global business that improves people's lives.

Demonstrated people management & leadership experience is required, as is the capability to be hands-on in leading automation and process improvements.

**_The following is required: _**
- Proven IT Service Desk / Helpdesk experience leading teams and implementing change inside mid-large sized complex organisations.
- Demonstrate well-developed ITSM knowledge, including Incident, Problem, and Change Management.
- Staff management experience (performance improvement, coaching etc).
- Experience managing globally dispersed teams is highly beneficial.
- ITIL experience.
- Able to communicate succinctly and translate complex IT terminology into easily understandable language, and vice versa.
- Background proactively identifying then implementing process improvements and innovation.
- Friendly & approachable personality capable of forming relationships with others and engaging with the business.

**This is a full-time permanent role located the Sydney CBD (hybrid working available) and is offering $120,000 - 125,000 (plus super) - depending on experience.**
- _Please note, full permanent Australian working rights are required to be considered for this position and successful applicants will be contacted._

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