IT Service Desk Manager

2 days ago

Melbourne, Australia Granite Consulting Full time

Permanent employment
- $140k - $150k + Super
- Melbourne based

**Responsibilities**:

- Lead and manage the IT service desk team, providing guidance, support, and mentorship to team members.
- Implement and adhere to ITIL best practices in service management, incident management, problem management, change management, and service request fulfillment.
- Oversee and ensure timely resolution of IT incidents and service requests, maintaining excellent levels of customer satisfaction.
- Collaborate with cross-functional teams to identify and implement process improvements to enhance the efficiency and effectiveness of IT support services.
- Develop and maintain IT service desk performance metrics and reports, regularly assessing team performance and identifying areas for improvement.

**Key Skills Required**:

- Minimum of 5 years of experience in IT service desk management, with a demonstrated track record of successfully leading and growing teams.
- Strong proficiency in the ITIL framework, with relevant ITIL certifications preferred.
- In-depth knowledge of the Microsoft technology stack, including Windows operating systems, Office 365, and related tools.
- Excellent communication and interpersonal skills, with the ability to effectively communicate technical concepts to both technical and non-technical stakeholders.
- Proven experience in analysing and improving IT service desk processes and workflows.

**What's on Offer?**
- Permanent Employment
- $140k - $150k + Super
- Melbourne based (3-4 days p/w in office)

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