IT Service Desk Manager

3 days ago

Sydney, Australia Richard Crookes Constructions Full time

Australian, family-owned, construction company
- Permanent Position | Artarmon Based
- It is exciting times within RCC & we would love you to be a part of it

**Role**

***
Our talented internal IT team continues to grow; offering an opportunity for a hands-on Service Desk leadership role responsible for the management of IT support services to RCC staff well versed in the ITIL methodology and a strong focus on continuous improvement.

As an Australian, family-owned, construction company, Richard Crookes Constructions are committed to making a difference to the communities we live and work. Our company philosophy is built on long-term relationships and the success of our partners and their projects.

**Responsibilities**:
***
Based primarily at our Artarmon Head Office with the team, this diverse role will see you responsible for take the lead in the management of the IT Service Desk function, including but not limited to:

- Manage the Service Desk team providing regular feedback and coaching
- Provide strategic direction for the service desk function through critical analysis with a particular focus on further developing ITIL practices, capacity/capability planning, and customer satisfaction
- Manage and optimize the ITSM tool (FreshService) to achieve the departmental objectives from service desk
- Utilize FreshService to optimise service desk activities and communicate trends, achievements and outcomes
- Take a leadership role in Change & Problem management
- Provide recommendations for emerging technologies. The company is continuously growing and evolving therefore we seek a dynamic, driven, ambitious employee who is not afraid to try new things and instigate change
- Manage the service desk function with KPI’s that align with divisional objectives; coach staff based on KPI & development plans
- Follow ITIL Best Practice Management

**Requirements**:
This role and opportunity would best suit an individual with:

- 4+ years experience managing IT support teams
- Strong customer service focus and technical support capabilities/able to handle Service Desk escalations
- Strong communication skills, ability to translate technical information to non-technical staff
- Ability to continue to drive ITIL maturity improvement across service desk and broader IT function
- Able to coach and mentor others. Act as a leader and support person to the wider IT team under the direction of the Head of IT.
- Build and develop team capabilities to meet organisational and team needs through coaching, training, and challenging
- Excellent time management and organisational skills with the ability to work well under pressure
- Experience in company-wide roll-out programs and change management including planning and communication associated with these roll-outs.
- Construction industry experience viewed favorably including exposure to Aconex, Buildsoft, Cheops and Autodesk products

**RRC Rewards**
- Diverse work and development opportunities across NSW.
- Highly engaged workforce and award-winning culture
- Competitive salary packages & benefits.
- Flexible work arrangements
- Extra personal leave days per year - “RCC U Days”
- RCC Work Perks; family fitness passport, retail discounts, annual leave purchases and more
- Staff appreciation & welling programs, incentives & events

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