Service Desk Manager Helpdesk Manager

2 weeks ago

Sydney, Australia Expertech Full time

**Service Desk Manager | Helpdesk Manager - Service Desk, Desktop, Office 365, AD, Active Directory, Networks, Security**

The prime primary responsibility for the **Service Desk Manager | Helpdesk Manager - Service Desk, Desktop, Office 365, AD, Active Directory, Networks, Security - **is to manage, improve and drive a core operational support IT team to their full potential. The role will also have an extensive project leader component and will actively be involved in a number of projects, particularly within **Cloud, Office 365, AD, Security and Access control**.

This is a newly created role of **Service Desk Manager | Helpdesk Manager - Service Desk, Desktop, Office 365, AD, Active Directory, Networks, Security - **will have to formulate process and procedure for the ongoing support of the team, drive documentation, review security and occasionally provide some technical support to help the team when busy. The team will be a crucial focus within the business and it’s expected that this team is a high performance service orientated team, as well as being responsible for day-to-day escalations for the Australian region

**KEY DELIVERABLES AND RESPONSIBILITIES**

Design, implement and manage continual improvements to the IT Support process, with a focus on working within an **Agile** support environment.
- Management of a small IT support team of 4.
- Responsibility for all IT desktop support operations and management of support teams, including hands-on overseeing responsibilities when needed.
- Responsibility for some IT operational budgets and spend analysis; financial accountability for IT support related costs
- Driving of ongoing user training, education program and documentation uptake
- Mentor and support career development of the department
- Relationship management with business partners, vendors, and third party providers

**POSITION REQUIREMENT**
- **10+ years IT experience with Desktop/Service Desk/EUC roles**:

- **3+ years within IT Operations Management**:

- **Strong IT management, with focus on Desktop, Cloud, Office 365 and Azure**:

- **Excellent communication skills**:

- **Technical Desktop and Infrastructure background

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