
Manager of Service Desk
3 days ago
No matter who you are, Pax8 is a place you can call home. We are growing globally, and are now expanding across Australia, New Zealand and Asia.
Culture is important to us, and at Pax8, it's business, and it **IS** personal. We are passionate, creative, and humorously offbeat. We work hard, keep it fun, and expect the best.
We Elev8 each other. We Advoc8 for our partners. We Innov8 continuously. We Celebr8 life.
**Position Summary**:
The Manager of Service Desk oversees the Service Desk Admins in both daily operations and execution of long-term initiatives. The Manager will elevate both the teams as a whole and the individual team members while guiding and developing them to meet their goals. The Manager will continuously innovate to improve customer satisfaction.
This position will be based in Brisbane, AU.
**Essential Responsibilities**:
- Managing the Service Desk team throughout the employee cycle
- Function as a point of escalation for all external/internal points of customer service through inbound calls and ServiceNow tickets
- Analyse and report on case completion and SLAs, identifying areas of continuous improvement and opportunity for streamlining processes
- Ensuring the team responds in a timely manner and within the guidelines of the SLAs that are set
- Coach and mentor, a team focused culture - coordinate team events, create error reports, empower success through goal setting
- Continuous learning in leadership
**Ideal Skills, Experience, and Competencies**:
- At least 1-2 years' of experience working in Service Desk
- Experience managing a customer service focused team
- Excellent analytical skills & problem-solving skills combined with the ability to provide quick resolution to problems
- Enjoy a fast-paced, sometimes chaotic environment where initiative and motivation are the keys to success
- Ability to analyse information, establish priorities and manage processes
- Proficient with developing standards and improving processes
- Strong communication skills around customer service with the ability to defuse situations where partners and/or customers may be dissatisfied
**Why join Pax8?**
Well here are a few points of how we value our greatest assets:
- At Pax8, we want to support you in both work and play. Sometimes there isn't enough time for the latter, which is why Pax8 offers an additional 2 weeks of bonus leave every year AND YES, the 2 weeks are available from your first day
- We offer a hybrid work environment, with flexible working hours. WFH is great, but nothing beats lunches with the team and getting to know your fellow colleagues in the office
- In addition to the above, we offer all our employees Private Health Insurance. Beneficial for when life happens
- Unlimited growth through our learning & development (L&D) programs in an environment that fosters internal promotions, helping you gain the necessary skills to reach the next step in your professional journey
- Connecting with our community is important - which is why we have our donation matching program, DEI-B events, and our employee resource groups to ensure everyone feels at home at Pax8.
**About Us**:
Pax8 is the leading value-added cloud-based SaaS marketplace, simplifying the cloud journey for our partners by integrating technology, business intelligence and proactive service to deliver an unparalleled experience. Serving thousands of partners through the indirect sales channel, our mission is to be the world's favourite place to buy cloud products.
-
IT Service Desk Manager
3 days ago
Brisbane, Australia Michael Hill Full time**IT Service Desk Manager** Founded in New Zealand by Sir Michael Hill in 1979, Michael Hill is a great retail success story. Over more than 40 years, we have grown to more than 280 stores across New Zealand, Australia and Canada. IT is at the forefront of what we do! Join the award-winning Global IT team in this rare Management position. Reporting to our...
-
Service Desk Officer
18 hours ago
Brisbane, Australia Parliamentary Service Full timeThis is a unique opportunity to join a small dynamic team providing IT support services to a diverse range of clients at the Queensland Parliament. **The primary objectives of the position are to**: * - Be the first point of contact for customers for ICT issue resolution, triage issues as required and provide basic (L1) to intermediate (L2) technical...
-
IT Service Desk Officer
1 week ago
Brisbane, Queensland, Australia Port of Brisbane Full time $113 - $286 per yearPort of BrisbaneClosing date: 17/10/2025Support the team and customers in a job where no two days are the same.Working predominately Monday to Friday with the addition of working two weekends in a 6-week period (either on call or based at the Brisbane International Cruise Terminal) and varying start and finish times allowing for balance, no matter what's...
-
IT Service Desk
1 week ago
Brisbane, Queensland, Australia Launch Group Full time $50,928 per yearLaunch are supporting a client to find an additional IT Service Desk person, to join the team on site at the clients offices in the centre of Brisbane.As theService Desk Analyst, your role goes beyond fixing problems – you'll be the point of contact for incidents and service requests. You will continually look to improve process and offer the best customer...
-
Service Desk
1 week ago
Brisbane, Queensland, Australia Davidson Full time $90,000 - $120,000 per yearOur legal sector client has an urgent requirement for a Service Desk / Desktop Support professional to join their team on a permanent basis.In this role, you'll be the friendly face of IT, helping staff with everything from setting up new starters to troubleshooting laptops and software glitches. You'll handle walk-ups, service desk overflow calls, and...
-
IT Service Desk Officer
3 days ago
Brisbane, Australia Halcyon Knights Full timeContract to Perm Opportunity - Plenty of parking on-site - Opportunity to support a national construction company Our client is a National Civil Construction company and they are seeking an experienced IT Service Desk Officer to join their team on an initial contract basis, with view to go permanent after a few months. As the IT Service Desk Officer, your...
-
Service Desk Manager
3 days ago
Brisbane, Australia Contract Resources Full timeExcellent location - close to freeway - Supportive team - Oil and Gas Industry **_About Contract Resources_** Contract Resources (CR), established in 1989, is a rapidly growing global organisation which provides specialised Industrial and Mechanical services to Refineries, Petrochemical and Industrial Plants and has offices in Australia, New Zealand, and...
-
Service Desk Officer
3 days ago
Brisbane, Australia Hudson Australia Full time**KEY RESPONSIBILITIES**: - **Service Desk Experience**: Utilize your service desk experience to promptly address and resolve technical issues raised by end-users. - **User Access Management**: Complete user access requests to various systems, ensuring security and compliance standards are maintained. - **ITIL Processes**: Follow ITIL processes in service...
-
Service Desk
2 weeks ago
Brisbane, Australia Office of Industrial Relations Full timeKey responsibilities In the role of Service Desk and Testing Consultant you will undertake activities relating to the installation, configuration and maintenance, testing, administration and support of Information Technology and Telecommunications to meet the needs of the Office of Industrial Relations. **Accountabilities include**: This role reports to the...
-
Service Desk Analyst
3 days ago
Brisbane, Australia Icon Group Full time**Information Technology** **Brisbane** **Full Time** **Icon Group** Join our evolving and focused service desk team based at our head office in South Brisbane. Reporting to the Service Desk Team Leader, you will provide level 1 IT Service Desk support for all divisions of our organisation globally. - We offer a hybrid of Office (South Brisbane) and WFH...