Service Desk Manager

14 hours ago

North Ryde, Australia Downer Group Full time

As a Service Desk Manager, you will be responsible for leading and managing the service desk team to provide timely and effective support to end users and customers. You will oversee the day-to-day operations of the service desk, including incident management, service request fulfillment, and escalation management, to ensure the delivery of high-quality services and exceptional customer satisfaction. This role requires strong leadership skills, technical expertise, and a commitment to delivering excellent customer service.
- Bachelor's degree in information technology, computer science, or a related field; relevant certifications (e.g., ITIL, HDI) are advantageous.
- Minimum 5 years experience in service desk management or leadership roles, with a track record of successfully leading and managing service desk teams in enterprise environments.
- Excellent leadership and management skills with the ability to inspire, motivate, and develop a team of service desk analysts to deliver exceptional customer service.
- Experience with service desk tools and software, such as ServiceNow, Remedy, or Jira Service Management, for incident management, service request fulfillment, and knowledge management.
- Excellent communication and interpersonal skills with the ability to effectively communicate with stakeholders at all levels of the organisation.
- Ability to work effectively in a fast-paced environment, prioritize tasks, and manage multiple priorities and deadlines.
- Strong problem-solving skills with the ability to analyze complex issues, identify root causes, and develop effective solutions to enhance service quality and efficiency.
- Commitment to continuous learning and professional development, with a desire to stay current with emerging trends and best practices in service desk management and IT service management.

Downer offers employees a range of career support programs, wellbeing packages and financial benefits, available through us and our selected partners, including:

- ASX listed company; known for career planning and progression opportunities
- Work from home 3 days a week
- North Ryde office - drive to work & Childcare Centre in the same building, with preferential acceptance
- EAP Program, Salary sacrifice superannuation;
- Banking, vehicle, and travel & accommodation discounts Discounts on technology products; and

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