Service Desk Supervisor

**Brighter Futures Start here**

As Australia’s biggest and most loved retailer, we’ve been brightening up everyday life for families for over 50 years. At our stores, distribution centres, and offices in Australia and New Zealand. All around the globe. Our diverse and inclusive 47,000 strong team come together for a common cause. Giving families easy access to our on-trend products and incredibly low prices - it’s the heart of everything we do.

As a leader in the retail market, we’re optimistic about our future and yours. We’re relentless in our pursuit for results, but changing at a rapid rate, giving you challenging work that you’ll be proud of. We celebrate your uniqueness and individuality. Because at Kmart it’s not just what you do, it’s who you are that makes every day living brighter.

**Join the team**
We currently have a fantastic opportunity in our IT department for a
**Service Desk Supervisor**. This role will involve leading a service desk team that provides technical support to our retail stores, supply chain, and store support offices.

**What you’ll be doing**
As a Service Desk Supervisor in our IT department you’ll:

- Manage a team of 8 to 10 service desk analyst
- Mentor and train new team members.
- Be responsible for resource management for e.g. preparing roster, planning leaves, organising weekend support, etc.
- Be the point of contact for escalations and ensure that the SD team is providing top notch customer service.
- Triage unassigned tickets, manage and monitor incidents assigned to the SD queue.
- Conduct call monitoring and provide feedback and coaching to staff
- Manage, report SLA’s and create incidents reports on weekly basis
- Provide monthly service management report
- Be responsible for team collaboration and high quality.
- Escalate P1 issues to Service Delivery and Operations Manager when required

**To be successful in this role you’ll have**:

- 5 plus years of experience in a Service Desk role.
- Proven team management and leadership experience
- Strong understanding of ITIL framework and a certification would be desirable.
- Good understanding of overall IT Infrastructure
- Experience using ServiceNow or similar ticketing platforms.
- Prior experience in a Retail domain would be desirable
- Understanding of Warehouse Management Systems is nice to have

**Benefits we’ll offer you**:

- Flexible hybrid working options through our Flex Where, Flex When, Flex Well policy
- A team member discount card that gives you a discount at Kmart, Target, Bunnings, and Officeworks
- A free OnePass membership offering free delivery across Kmart, Target & Catch on eligible products
- Access to the Kmart for You benefits program which entitles you to exclusive discounts and benefits in the areas of entertainment, travel, lifestyle, and health - with over 60 suppliers
- We want you to feel rewarded for your commitment and hard work that's why everyone gets the opportunity to participate in a bonus program
- Free onsite parking when you’re required to come into the office
- We offer inclusive parental leave and ongoing support offered though our partnership with Circle In for team members of all backgrounds and family circumstances
- A dynamic learning and support program
- Opportunity to fast track your career through our Mentor Program as a Mentee or Mentor
- In-house café that serves breakfast, lunch and includes a collaborative space to work in
- Reflection room, space for prayer, meditation, or time for yourself
- Kudos recognition program, where you are nominated by your peers to spin a wheel, to win a stack of cool prizes
- Regular product sample sales with tonnes of discounted items to purchase
- Wesfarmers is Kmart’s parent company and each year eligible employees can elect to purchase shares through a salary sacrifice arrangement
- Great career opportunities across the broader Wesfarmers Group

**We’re here to make everyday living brighter**

From humble beginnings in Burwood East, Victoria, in 1969, we’re now an essential part of 300 communities, and proud of it From bedding to apparel to kitchenware and beyond. We’re designing and creating the products people reach for every day. In-store, online, or Click & Collect - getting the products we love into the hands of happy customers is what we aim to do best. From the remote outback to coastal towns and big cities, and everywhere in-between. We’re progressive in our pursuit to create seamless customer journeys for satisfied shoppers.

**A place you can belong**

**We are a Circle Back Initiative Employer - we commit to respond to every applicant.