IT Service Desk Manager

Government Organisation in Cairns seeking IT Service Desk Manager

**Your new company**

Based in the tropical Far-North QLD city of Cairns which boasts 300 days of sunshine per year, an integral government organisation is seeking an IT Service Desk Manager to not only manage the Service Desk Team (including Helpdesk), but to take them through a new key continuous improvement program

**Your new role**

This new role reports directly into the newly appointed Infrastructure Operations Manager who leads the specially created (and multi-disciplinary) Infrastructure and Operations division (and its subsequent teams). Reporting into this individual, you will oversee, manage and lead eight permanent technical members of staff (plus any contractor’s dependent upon the project) across the Service Desk and Help Desk domains.

For an idea of the scope of this teams remit, they currently support/manage:

- 44 sites
- 1550 PCs
- 660 mobile phones and 488 tablets
- User base of around 1,400

In this role your duties will vary across a multitude of areas including (but not limited to) planning, strategy, budgets, technical management (from a high level), people leadership, personnel reviews/management, and resource allocation to name a few. In addition to these, a key part of this role will also see you conduct business engagement responsibilities such as stakeholder management, internal customer meetings and cross departmental workshops amongst others.

The successful applicant for this role will ideally come from a helpdesk/service desk background and would have progressed throughout their career into the management and leadership domain. This move would have given them the skills, knowledge and understanding on how to run the Service Desk Team from a variety of perspectives (both IT and non-IT related). Also note, this role is not included in any on-call rostering

Under this division’s previously mentioned new management, continuous improvement is to be put at the forefront on how the Service Desk Team operate. A designated program is in the works to identify any technical gaps in the team, areas of improvement and process efficiencies (amongst others). This initiative will see you act upon these and to continue to improve the team, and how they operate moving forward. As such, previous experience within the continuous improvement domain is highly advantageous.

**What you'll need to succeed**

You will need experience/knowledge across as much of the following as possible:

- Service Desk management
- Team and people management
- Vendor management
- Continuous Improvement
- ITIL framework and ITSM
- Platforms such as ServiceNow
- Understanding of technical strategy, processes and governance
- The Microsoft eco system (Windows 10, Server 2019, Active Directory, etc), networking/infrastructure technologies (Switches, Routers, etc) and Hardware platforms (Desktops, Mobile Devices, etc)
- Fluent written and verbal communication skills
- Full Australian working rights
- Be based in (or willing to relocate to) Cairns

**What you'll get in return**

You will be offered a permanent role paying between $89,575.20 - $104,003.17 + up to 12% super with a yearly locality allowance of $659.00 (with no dependants) and $1,318.00 (with dependants) with a leading and impactful government organisation in Cairns. Alongside this you will also be offered other benefits such as:

- 36-hour weeks and 19 day work month (can be changed to 9 day fortnight after probation)
- Up to 5 weeks annual leave
- Up to 3 weeks sick leave
- 17.5% annual leave loading
- Long Service Leave available pro rata after 7 years
- Subsidised Corporate Uniform
- Subsidised health and well-being membership (gym/swimming pool)
- On-going opportunities for learning and professional development relevant to the position

**What you need to do now**

2770326