IT Service Desk Manager

2 days ago

Gold Coast, Australia Sharp & Carter Full time

Hybrid working model
- Unrivalled benefits
- Competitive Salary

The Organisation

Sharp and Carter are working in partnership with a leading and renowned brand that are seeking to employ an outstanding IT Service Desk Manager. This ASX listed organisation have a reputation for providing outstanding care and education via a number of their well known brands.

The role

As part of their growth and re-structure this organisation are now looking for a IT Service Desk Manager to support their 500+ IT users at childcare provisions across Australia.

Managing a team of 7 IT Service Desk Technicians you will strive to improve the provision and ensure that services are scalable, well communicated and efficient.

Key Responsibilities:

- Lead and embed KPIs within the Service Desk team along with devising strategies and a plan to achieve targets within the agreed timeframe
- Ensure customer engagement and satisfaction are at a high level, where they meet and exceed service level expectations and/or agreements

IT Service Management:

- Continuously improve ITSM tool to adapt and embed key ITIL processes into the business. i.e including access, incident, problem, knowledge and change management as well as weekly and monthly reporting to demonstrate key SD objectives are met
- Ensure and review, prioritisation and dispatch of incidents and service requests is efficient, effective and aligns with ITIL framework Review, maintain and improve user support documentation and information systems associated with IT service support
- Develop and ensure currency of an IT Knowledge Base, published to the business and used as the base reference for SD actions
- Carry out a gap analysis and embed and maintain an ITIL framework and processes, particularly incident, problem and change management methodologies within the team and service owners

Required Skills and Experience:
5-10 years of Service Desk leadership and management:

- Managing the Service Desk of a large scale distributed network of (500+) centres and two Support Offices
- Knowledge and experience with ITIL framework and implementation
- Proven experience leading and managing a Service Desk team in a dynamic and agile environment
- Familiarity or experience with supporting a large scale SDWAN solution and processes
- Telecommunications carrier support and escalation processes
- Microsoft Windows and iOS Operating Systems and associated management tools and MDM systems such as;
- Jamf
- Intune
- SCCM

The Benefits

This organisation are offering a generous salary as well as outstanding benefits including heavily discounted education (50%), variety of discounts with partner organisations, scholarship opportunities, professional development and active benefits.

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