IT Helpdesk Manager

We are a positive and dynamic organisation with over 50 years of success in the industry and continued expansion nationally. We offer a great workplace culture, one that values and leverages the unique ideas, capabilities and experiences you bring. We believe this strengthens our ability to deliver on our business goals, particularly as it relates to innovation, growth and our focus on customers.

Reporting to the IT Operations Manager, you will be responsible for managing our IT Helpdesk team and shaping the way IT Services are delivered to our key stakeholders.

Working in an Australia wide business with remote locations, your responsibilities will include, but not be limited to:

- Managing the helpdesk team, staff performance and rostering
- Managing and evolving the IT Service Management system in Freshservice
- Continual improvement of our IT Practices (Incident/Problem/Change/Service Request)
- Conducting service delivery analysis and reporting
- Managing escalations, outages and enabling smooth collaboration between helpdesk and other technical teams

About you:

- Experience managing an IT Helpdesk or looking to switch into the management stream from a relevant technical role
- Excellent written and verbal communications, with an ability to build relationships across teams and departments
- Solid technical foundations with a passion for coaching technical teams and non-technical stakeholders
- Ability to plan, organise and execute projects and small initiatives
- Continual improvement mindset

**We offer**:

- ** Training and development** - We believe that in life you never stop learning. The same applies when you work here - from your first day and throughout your career
- ** Reward and Recognition** - We acknowledge and reward the hard work of our people
- ** Career development** - We actively encourage our team to further develop themselves in their current role and to learn the skills required to become a leader in our business
- ** Real Career Opportunities** - We offer genuine career opportunities in roles all across Australia
- ** Employee Discounts** - We don’t just transform the homes of our customers, our team enjoy industry leading discounts across our entire range too
- ** Community Involvement** - We believe in things that are bigger than us. Like community. We are proud to support a number of charities

**What’s next**:
If you’re reading this and you think you’re the right person to be a part of our team then APPLY NOW for this unique opportunity.