Helpdesk and Service Desk Improvement Manager

6 days ago

Melbourne, Australia Tekspace Full time

Rewarding renumeration
- Autonomy and ownership in the role
- Opportunity to have a meaningful positive impact on a company

In this role you will be working with a growing IT Services and Cybersecurity solution provider where you'll be given autonomy and ownership to effect meaningful positive change across management and leadership of the Service Desk Team and continuous service improvement across the whole of service delivery.

**Key highlights about the role**:

- Suitable for someone who is open to being hands on in the mentoring, leadership and management of a Service Desk Team.
- Assess existing service delivery workflows, directly implement improvements and regularly review for further possible refinements.
- Create and improve new and existing processes, KB articles and general documentation and upskill your team to get the most out of them.
- Understand and improve the way in which various toolsets (service management system, documentation, monitoring) work together and upskill your team to get more out of them.
- Set and measure KPI's for your team, support their career growth and performance manage them to company and client expectations.
- Manage and organise the dispatching of tickets in a balanced manner.
- Help ensure SLA's are met or exceeded and deliver reporting on various critical metrics.
- Manage and act as a point of escalation for challenging tickets and communicate with clients as required.

**Key skill requirements**:
You will have:

- A passion for IT, customer service and helping people grow.
- Excellence in critical thinking and logical troubleshooting to the extent you can provide healthy guidance to the team.
- A clear understanding of what it means to lead and inspire people.
- Proven experience in the management and leadership of service desk teams that are delivering technical support to one or more clients.
- A fastidious attention to detail with a healthy respect and appreciation for documentation, process, and how it should be constructed in order for it be be effective.
- Open minding, willing to take on feedback and provide it and passionate about sharing your knowledge with others.
- A reasonable base of technical knowledge in IT such that you can guide engineers to a reasonable extent.
- An ability to prioritise effectively, delegate when required and handle conflicting requirements.

You will likely be very familiar with service management, monitoring and documentation systems and can demonstrate your expertise in pulling people and technology together to deliver outstanding client service.

**What should you expect and how will it benefit you**
This role holds ownership and accountability for management of a Service Desk team and ongoing service improvement for the whole of service delivery, and thus is renumerated accordingly.

Should you be successful in the role then you will have an opportunity to participate in the Leadership team to contribute towards the companies goals and direction and have been able to have a meaningful positive and lasting impact.

  • Helpdesk Analyst

    12 hours ago

    Melbourne, Australia Connective Broker Services Full time

    Helpdesk Analyst **Helpdesk Analyst** - Exciting role working with our award-winning CRM software 'Mercury Nexus' - Kickstart your professional career in IT with a leading FinTech company - Be part of a high performing team within a strong and vibrant culture **The Business** Connective is an innovative fintech company and the preferred choice for leading...

  • Helpdesk Analyst

    4 days ago

    Melbourne, Australia Connective Broker Services Full time

    **Helpdesk Analyst** - Exciting role working with our award-winning CRM software 'Mercury Nexus' - Kickstart your professional career in IT with a leading FinTech company - Be part of a high performing team within a strong and vibrant culture **The Business** Connective is an innovative fintech company and the preferred choice for leading Australian...

  • Service Desk Team Leader

    12 hours ago

    Melbourne, Australia affix Full time

    Amazing opportunity to join an Australian owned, household name in the retail space as a Service Desk Team Leader, responsible to manage the IT Helpdesk operations, supporting multiple brands within the group. This is a super exciting time to join this fast-paced, dynamic retail business & lead a support team providing high quality level 1 support to stores...

  • Service Desk Analyst

    1 week ago

    Melbourne, Australia Fujitsu Full time

    About the job Service Desk Analyst **Service Desk Analyst** **Melbourne location** **We Are Fujitsu** We use technology to make happier lives. We are a global leader in technology and business solutions that transform organizations and the world around us. We have a long heritage of bringing innovation and expertise, continuously working to contribute to...

  • Service Desk Analyst

    1 week ago

    Melbourne, Australia Fujitsu Full time

    About the job Service Desk Analyst **Service Desk Analyst** **We Are Fujitsu** We use technology to make happier lives. We are a global leader in technology and business solutions that transform organisations and the world around us. We have a long heritage of bringing innovation and expertise, continuously working to contribute to the growth of society...

  • Helpdesk Analyst

    1 week ago

    Melbourne, Australia Connective Broker Services Full time

    **The Business** Connective is an innovative fintech company and the preferred choice for leading Australian brokers. Our customers are mortgage and asset finance brokers and we are driven to be the business partner they can't imagine doing business without. Our award-winning CRM software 'Mercury Nexus' is the flagship of the Connective business and it's...

  • Service Desk Manager

    2 weeks ago

    Melbourne, Australia Whispir Full time

    **About us**: Whispir is a cloud software and communications platform that seeks to help organisations communicate like people. Our platform enables our customers to build powerful communications workflows and automate interactions between systems, business, devices and people - with no coding required. The outcomes are powerful - people everywhere can have...

  • Service Desk Agent

    1 week ago

    Melbourne, Australia Fujitsu Full time

    **Service Desk Agent** **We are Fujitsu** We use technology to make happier lives. We are a global leader in technology and business solutions that transform organisations and the world around us. We have a long heritage of bringing innovation and expertise, continuously working to contribute to the growth of society and our customers. **About the...

  • IT Helpdesk Support

    5 days ago

    City of Melbourne, Australia Milestone IT (Milestone Information Technology) Full time

    Added Wednesday 17th of September 2025 04:58:44 PM Milestone IT is currently working with a leading client who is seeking an experienced Helpdesk Support Consultant to join their dynamic IT team. This is an excellent opportunity for a motivated support professional who enjoys solving problems, working with users, and providing high-quality technical...

  • Service Desk Analyst

    1 week ago

    Melbourne, Australia Robert Half Full time

    Our client is one of Australia's largest law firms, seeking an experienced and driven Service Desk Analyst to join their team in Melbourne's CBD. **The Company** Our client is one of Australia's largest, established and most successful law firms. They are now seeking an experienced and driven Service Desk Analyst to grow their team and aid in supporting...