IT Service Desk Manager

**Join a national leader in Australian Retail and Manufacturing**:

- ** Drive & deliver front line operational technical support**:

- ** Attractive Package + Benefits**

**About the company**:
With over 70 years’ experience in the industry, Stratco is a national leader in the manufacture and marketing of building and home improvement products. We have an outstanding record of continual growth, manufacturing plants and home improvement stores in all mainland states of Australia, along with a presence in several international locations.

**About the role**:
Located in our Adelaide head office your primary responsibility will be to ensure Stratco’s operational requirements are enabled through reliable and well supported information technology platforms. Reporting to the IT Service Delivery Manager, you will play a technical hands-on role and lead a professional team of service desk team members. The role has direct operational responsibility and accountability to support all Stratco divisions within Australia and New Zealand.

**Key Responsibilities**:

- Lead and manage the IT Service Desk function to ensure the effective and timely delivery of 24x7x365 high quality technical support to internal and external Stratco stakeholders
- Ensure all Stratco internal team members and relevant external customers have simple and clear channels for engaging the Group IT Service Desk
- Manage the help desk process (Level 1 support) ensuring all incidents and service requests are analysed, addressed, allocated or escalated according to agreed service levels
- Provide Level 2 and Level 3 support for in-scope systems
- Manage and deliver daily administration and maintenance tasks
- Proactively manage internal and external support partners to ensure service requests are being addressed in alignment with Service Level Agreements
- Identify improvement opportunities and participate in Major Incident Management, Post Incident Management, Problem Management and other ITSM processes
- Provide relevant reporting to the IT Leadership Team and senior management
- Proactively address “hotspots” across the end-user community and the systems
- Provide leadership and day-to-day management of a team of IT professionals across a variety of technologies and business divisions
- Provide coaching, direction and leadership support to team members in order to achieve employee, business and customer results
- Assist with and drive improvements across the IT operating model, processes and policies

**Skills, Experience and Attributes**:

- Bachelor Degree in IT or relevant experience
- ITIL certification is desirable
- Strong intellectual capacity, communication skills and ability to collaborate effectively
- Solid experience delivering IT support services for a national or multi-national organisation and across a variety of technology platforms
- Experience with implementing IT service delivery management functions and associated management tools
- People leadership and management experience whilst preferred is not essential
- Experience in developing working relationships with senior management
- Experience with Microsoft 365, Microsoft Server products including Active Directory and Exchange, Windows OS including current and previous generations SOE deployment
- Knowledge of LAN/WAN, IP Networking, DHCP/DNS and general network principals

**Culture & Benefits**

Stratco has established an environment that brings out the best in our people. We believe in building careers through providing a safe, connected, and innovative culture that supports ongoing growth and development. We offer industry-leading benefits such as specialised development programs, innate health and wellbeing initiatives, family friendly work practices and Stratco retail discounts.