Service Desk Manager

Looking for a Service Desk Manager with excellent experience in Service Management to oversee our service desk in order to ensure exceptional support experiences to both our external clients and internal teams across LAB3. This pivotal role is central to maintaining high levels of client satisfaction, seamless service delivery, and operational excellence
**The role**:

- Oversee day-to-day service desk operations, ensuring timely and effective resolution of issues, while continuously identifying opportunities to improve processes and elevate the customer experience.
- Lead and manage a geographically distributed and hybrid Service Desk team of Level 1 to Level 3 service desk analysts and engineers.
- Manage the flow of tickets through the team, ensuring all tickets are managed in accordance with ticket allocation, scheduling, and Service Desk best practices
- Collaborate with managed services stakeholders on key initiatives
- Work collaboratively with Client Services Managers and Client Executives to ensure effective service delivery.
- Develop and enforce service desk policies and best practices.
- Responsible for creating and updating standard operating procedures.
- Chair LAB3 Change Advisory Board (CAB)
- Own and maintain Service Management policies and processes aligned to ITIL.
- Hybrid role
- work from home but come in to meet your team and for team events.
- Proven experience in Service Desk and Service Management roles within a managed services or technology environment.
- Exceptional communication, relationship-building, and problem-solving skills.
- Ability to work collaboratively across teams and functions to deliver exceptional outcomes for clients.
- A passion for continuous improvement and a client-first mindset.
- An understanding of Microsoft solutions, including Azure and Microsoft 365, is ideal.
- The ability to clearly communicate with both technical and non-technical stakeholders.
- Ability to provide leadership and guidance to other team members
- Strong customer focus with a capacity to implement innovative service improvements.
- Thorough understanding of service management and ServiceNow
- A resourceful, innovative, and proactive approach to problem solving.
- Proficient in analysing data to drive decision-making and improve service desk performance.
- Comprehensive understanding of ITIL frameworks, with ITIL certification

What's in it for you?
- Become part of Australasia's largest Azure engineering practice that focusses on cutting-edge tech and innovation #thinkahead
- Be part of a company that is leading the way in specialised areas and partnering on high profile client projects #winwithus
- Work with a 13 time Gold, 7 time Microsoft Advanced Specialisation & 5 time Microsoft Solutions Partner. You only get to this level with the industry's leading tech professionals - we are proud to have some of the best. #teamup
- Thrive in a team that is always learning, innovating and making waves on a global scale
- excellent opportunities for career progression within the company. #standout
- Be part of a supportive working environment that values inclusion, flexibility, diversity and differences. #betrue
- We work flexibly and recognise the importance of your overall wellbeing Flexible, hybrid work environment #Flexit
- Ultimately we will help you to fear less, achieve more in a fast paced, innovative and cool environment - are you ready to accept the challenge? #fearlessachievemore
- Ranked in the LinkedIn Top Start up list for 3 years in a row
- 2020 (#3), 2021 (#17)and 2022 (#11)
- Certified Great Place to Work

LI-GS1