Service Desk Manager

5 days ago

Sydney, Australia Kaplan Australia Full time

**26 days’ annual leave, including 1 for your birthday**:

- **Permanent full-time role based in Sydney, Brisbane, Melbourne, or Adelaide**:

- **Flexibility - work from home and from the office each week**

**Role**
We have an exciting opportunity for a Service Desk Manager to lead and mentor the support team. You will be responsible for managing and reporting on service levels, relationship management and business communication in relation to operational support services.

**Responsibilities**:

- Manage the delivery of support to internal and external stakeholders to agreed Service Levels
- Report on Service Levels, identifying trends and areas for improvement, and advising Head of IT Operations of emergent problems
- Respond to incidents and service requests
- Manage the day-to-day operation of the Service Desk team
- Manage on-call roster
- Plan resourcing, Work on projects as and when required
- Research and prepare reports on ad-hoc topics as instructed
- Comply with company policies and procedures including WHS legislation requirements

**Requirements**:
Essential:

- Significant experience (over 7 years) in providing ITIL-aligned support to a geographically disparate organisation
- Experience leading teams, Coaching, and mentoring skills, ability to lead and motivate others
- Strong demonstrated technical skills, including several of:

- Microsoft infrastructure (Azure AD, Windows Server, ADFS, SQL Servers, Remote Desktop Servers, Intune / Endpoint Manager, Office 365)
- Single Sign On (OneLogin, Azure) Citrix and VMware.
- PowerShell scripting and maintenance.
- Cisco/Meraki network infrastructure (Layer 2 Switching), Palo Alto firewall
- Excellent organisational skills with attention to detail and a proven ability to work within tight timeframes, manage priorities and meet deadlines

Desirable:

- Understanding of legislation and regulations governing our industry
- Strong commitment to client-focused operations and working within a collaborative team environment. Experience in ITIL Service, Change and Incident Management processes

**Kaplan**
Kaplan is one of the World’s leading providers of lifelong education. In Australia and New Zealand, we have offices and campuses in Brisbane, Adelaide, Newcastle, Sydney, Melbourne, Perth, and Auckland.
We comprise approximately 750 staff who work in a range of academic, student services, professional and support roles.
Join us at Kaplan & enjoy our friendly and inviting culture, a great benefits package, and the support we’ll give you on your professional and academic development.

LI-DF1

**Job Types**: Full-time, Permanent

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