Service Desk Manager

1 week ago

Greater Adelaide SA, Australia DXC Technology Full time

DXC Technology (NYSE:DXC) - where brilliant people embrace change and seize opportunities to advance their careers and amplify customer success.

DXC Technology is seeking a dynamic and experienced **Service Desk Manager**to lead our high-performing team in Adelaide or Auckland. This is a pivotal leadership role responsible for overseeing the daily operations of our Service Desk, ensuring exceptional service delivery, operational efficiency, and continuous improvement in line with global standards.

**Key Responsibilities**:

- Lead and manage a team of Service Desk representatives handling multi-channel customer interactions.
- Develop and implement operational plans, policies, and procedures to meet service level agreements (SLAs) and quality standards.
- Manage financial performance including budgeting, forecasting, and cost control.
- Drive resource and capacity planning to meet evolving business needs.
- Ensure seamless communication and collaboration with clients, account executives, and service delivery managers.
- Lead performance management, career development, and succession planning for team members.
- Monitor and report on key performance metrics and implement service improvements.
- Ensure compliance with DXC Technology’s Quality Management Systems and regional standards.

**Key Accountabilities**:
**Financial**:

- Budget management
- Forecasting accuracy
- Productivity improvements

**People**:

- Staff retention
- Succession planning
- Performance feedback
- Employee engagement

**Customer**:

- SLA adherence
- Client satisfaction
- Innovation in service delivery

**What We’re Looking For**:
**Experience & Qualifications**:

- 5-10 years’ experience in Service Desk or Call Centre management.
- Proven ability to manage operational plans, budgets, and service delivery teams.
- Strong understanding of global and local Service Desk industry trends.
- Experience in managing client relationships and delivering continuous improvement initiatives.

**Core Competencies**:

- Strong analytical, financial, and strategic planning skills.
- Excellent communication, negotiation, and relationship-building abilities.
- High level of commercial acumen and results orientation.
- Demonstrated leadership in managing diverse teams and driving performance.
- Ability to work independently and collaboratively in a fast-paced environment.

**Why Join DXC Technology?**:
At DXC Technology, we believe in innovation, collaboration, and excellence. You’ll be part of a global team that values integrity, diversity, and continuous learning. This role offers the opportunity to make a significant impact on our service delivery and client satisfaction across the APJ region.

Ready to lead the future of service delivery?

**We are an**Equal Opportunity**Employer**

DXC is proud to be an equal opportunity employer and we welcome submissions from people from all walks of life. We celebrate our diversity and recognise it is the unique contributions of our people that give us our edge.

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.

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