Service Desk Manager

**Classification**: Senior Manager 1 (Information Technology)
**Salary package**: $122,133 - $127,967 plus 17% superannuation
**Term**: Full Time, Continuing
- Lead the team through strategic and operational transformation
- Drive the implementation of a ITIL based support model
- Promote IT service management policies, standards and procedures and ensure alignment with the Digital & Data Strategy.
- Develop and coach, focus on building capability in your team, uplifting technology, processes and the client experience

**About the role**

Leverage your leadership, coaching and service desk experience to uplift the maturity of our Service Desk function.

With investment in the team and an appreciation of the importance of this function from Senior Management, you will have the backing to make an impact, in turn, you are supporting the meaningful work of our client group.

We are seeking a delivery and customer focused individual who is passionate about providing, user-centric IT support, and possesses proven service delivery track record.

Responsibilities include:

- Lead our Service Desk team of 20 professionals
- Support a large and complex IT environment across campus including support for computer suites on campus as well as for ANU staff
- Drive service excellence through improved ways of working
- Ensure your team are appropriately resourced and skilled
- Establish and maintain close working relationships with other service desks and technical teams

**About you**

You will be able to demonstrate your ability to deliver exceptional levels of customer service, and will pride yourself in taking ownership and accountability for delivering the best possible outcomes for the ANU.

You will have:

- Relevant experience in complex Service Desk Environments
- Experience leading a medium to large team
- Experience with best-practice processes to improve efficiencies and workflows
- Strong leadership acumen
- A coaching approach, with a passion for building the confidence and capability of your team
- Engagement & service focus (not just focused on the statistics)
- Experience in the use of Service Delivery Management tools
- ITIL certification would be highly desirable.

**Why you’ll love working at the ANU**

At ANU, we work hard to create an environment that brings out the best in our people. Below are just a few of the reasons you’ll love working at the ANU. Check out our careers page and website for even more information
- We offer industry-leading benefits and continuously look for new ways to support our people
- We believe in building careers and creating opportunities - ITS, in particular, has significant growth planned over many years to come
- We support your ongoing growth and development - including with ITS’s Training Wallet allowance for each team member, time dedicated to continuing professional development and discounts on ANU courses (usually 75%)
- We are committed to fostering a safe, connected, innovative and agile culture
- We support your wellbeing through metal health support, discounts at the local gym, flexibility and family friendly work practices and more
- We believe in balance - and offer our staff additional paid leave, industry leading paid parental leave, flexible work, family friendly work practices and more
- Our beautiful campus location has a vibrant atmosphere, great amenities and many green spaces

**About the team**

Information Technology Services (ITS) provides corporate IT services to ANU staff, students and visitors in support of achieving excellence in research, teaching and public policy. ITS is currently focused on a major uplift of our services across all areas, in line with our Digital Master Plan.

These services include network, communications, computing platforms, data storage, desktop and mobile access, enterprise systems, student learning environments, and IT security. The work of ITS is coordinated with services provided within and by University Colleges and other Service Divisions to form a cohesive, University-wide information services infrastructure.

**Application information**
- A statement addressing the selection criteria.
- A current Resume.
- Other documents, if required.
- ANU values diversity and inclusion and believes employment opportunities must not be limited by socio-economic background, race, religion or gender._