IT Service Desk and Delivery Manager

**Flourish Australia has an exciting new opportunity for an IT Service Desk and Delivery Manager** to join our Support Hub team at Sydney Olympic Park**:
The position available is:

- **Full-time (76 hours/fortnight)**:

- **Working Monday to Friday**:

- **Based in Sydney Olympic Park with flexible working from home arrangements available**:

- **Attractive salary plus 11.5% super and tax-free salary packaging**

**About the Opportunity**:
The **IT Service Desk and Delivery Manager** is responsible for leading a team of IT professionals in delivering exceptional support services. Reporting directly to the General Manager, Digital and Technology, this position ensures the seamless operation of IT services across the organisation, including managing service desk operations, hardware and software support, IT component of onboarding and off-boarding staff, and coordinating IT tasks to office relocations and site connectivity. This role is essential in aligning IT services with the organisation's strategic goals.

The **IT Service Desk and Delivery Manager** will manage the full spectrum of IT support, from initial engagement to issue resolution, while developing and implementing service policies, procedures, and standards. In this role, you will work closely with the IT Service Desk Delivery team, internal stakeholders, and third-party service providers to resolve complex issues, implement changes, and support the organisation's evolving business needs through secure, scalable IT solutions.

Working with the General Manager, Digital & Technology, the position will lead efforts to optimise ITIL-based systems and processes, implement a comprehensive service catalogue, and foster a culture of continuous improvement within the team.

Key responsibilities include:

- Provide expert technical advice and supervision to Service Desk Officers, assisting in the resolution of technical problems and ensuring appropriate standards are maintained.
- Serve as a role model by delivering outstanding customer service and effectively troubleshooting issues raised in service tickets.
- Monitor and manage service desk tickets and call queues in line with agreed Service Level Agreements (SLAs) and organisational needs.
- Develop and prepare regular reporting on service desk SLAs, isolating problem trends and ensuring troubleshooting efforts continue until permanent solutions are found.
- Devise strategies for team improvement, engage in performance management, and motivate team members.
- Provide phone and remote support to users, resolving routine problems and liaising with external vendors as needed.
- Lead day-to-day IT operations, serve as the single point of contact for major IT incidents, manage IT change reviews and approvals, and oversee disaster recovery and business continuity planning.

**For more information on the IT Service Desk and Delivery Manager role including full list of key tasks and responsibilities, please review the **Position Description.**

**Who We Are**:
Flourish Australia is one of Australia’s most experienced community mental health organisations. Our purpose is to support people to flourish, believe in their futures, and become contributing members of the community.

Our services are comprehensive and highly personalised because each person’s experience will be different and their needs, as an individual, are unique. Together we set goals, connect individuals with the right people, support services and opportunities to meet their needs.

**Selection Criteria**:

- Essential:_
- At relevant degree in Information Technology is required.
- At least 3 years experience in an IT Service Delivery Manager role.
- Certification in ITIL or project management.
- Proven experience leading IT Operations, customer-oriented IT Service Delivery, and Support for critical technology platforms, particularly in Cloud and End User Compute environments.
- Proven track record of managing outsources service capabilities and leading high-performing teams focused on customer service.
- Demonstrated experience in implementing IT Service Management (ITSM) processes, tools, and Service Level Agreements (SLAs).
- Expertise in change management, incident management, successful project delivery, and continuous improvement processes.
- Demonstrated experience with conflict recognition and resolution skills, with excellent coordination and negotiation abilities.
- Proven experience in vendor management with strong organisational, negotiation, and interpersonal skills.
- Desirable:_
- A carer role or lived experience of a mental health issue.
- Current Australian Driver’s Licence.

**About the Benefits**:

- Attractive salary package commensurate with experience and skills
- **Tax-Free Salary Packaging** available up to $15,900
- Exclusive **Fleet pricing discounts** **with our preferred automotive supplier**:

- Opportunities for **professional development and training** such as Mental Health First Aid, ASIST and relevant train