Service Desk Manager

2 weeks ago

Brisbane, Australia Contract Resources Full time

Excellent location - close to freeway
- Supportive team
- Oil and Gas Industry

**_About Contract Resources_**

Contract Resources (CR), established in 1989, is a rapidly growing global organisation which provides specialised Industrial and Mechanical services to Refineries, Petrochemical and Industrial Plants and has offices in Australia, New Zealand, and the Middle East. Our services include, Catalyst Handling and Mechanical Services, Tank and Environmental Services, Industrial Coatings, Pipeline Services and Chemical decontamination.

**_About the Role_**

Due to continued growth of the business we are seeking for an experienced Service Desk Manager to manage our operational efficiency from our Brisbane office.

**_Duties will include but not limited to_**
- Act as a key point of escalation for Technology Support staff
- Act as an escalation point for Application support for the Technology Team and first point of contact for internal customers
- Aid the Technology Manager in the decision-making process by supplying advise including technical reports, specifications, and trend analysis within the team
- Assisting with the oversight of resources and work allocation within the support team
- Aid in establishing, developing, and improving the business and technical processes that support our services
- Support the growth of talented and skill engineers
- Contribute to requirement analysis to enhance the business internal solutions
- Vendor management
- Lead the Change, Incident and Problem Management process
- Managing and maintaining the Technology asset and software licensing registers
- Ensuring incidents are resolved within agreed service levels
- Aiding the Technology Manager to ensure that the Technology Team maintains a low risk profile and a secure IT environment
- Provision of reports of Support Team performance
- Ensuring the quality systems documentation is always current and up to date
- Recognising the potential for Automation of process
- Participate in after hours and weekend work when required
- Strong problem-solving capabilities
- Excellent Communication skills

**_Requirements & Experience Needed_**
- Experience in mid - large enterprise
- A broad understanding of laptops, workstations, sever and network operations
- System Administration, desktop support
- Proven hands-on experience working on a range of small, medium, and large-scale change projects
- Understanding of cloud technologies (AWS or Azure)
- Able to work as part of a team and in unsupervised situations
- Experience working closely with a development team
- At least 4+ years in a Service Desk Support Role
- At least 1+ year in Managing Staff

**_How to apply_**

**_Employee Benefits_**

This is a fantastic opportunity to be part of a company that offers a great work life balance, a sociable, fun and collaborative working environment. There are opportunities to upskill and further progress your career with training and development opportunities available including those specific to the industry and sector.

**_Diversity_**

Contract Resources is an equal opportunity employer and is committed to principles of diversity and inclusion. Applications from all nationalities, genders, and cultural backgrounds, including Aboriginal and Torres Strait Islanders are encouraged to apply.

Please note, screening and interviews may take place prior to the advertised close date.

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