Ict Service Desk Manager

3 days ago

Sydney, Australia Hudson Australia Full time

An oppourtunity for an ICT Service Desk Manager is available with a Federal Government Agency in Parramatta.

To be successful in the role you will need to have had experience working in a similar role or have the proven ability to perform all of the duties outlined below.

**Due to the nature of the position it is a requirment for the applicant to be an Australian Citizen with the ability to obtain an NV1 security clearance.**

**Duties**:

- Provides day-to-day supervision of the Service Desk, with a focus on motivation, culture and performance
- Manage resources to deliver effective and efficient IT support to the department
- Ensure all service expectations are being met and investigate when they are not
- Maintain a sound rapport with all stakeholders
- Liaise and consult with clients and other areas of the department on technical support issues, problem resolution and assistance
- Implement procedures, contribute to processes and provide advice on policies that will impact service delivery
- Ensure that all the queues are properly monitored and the jobs actioned in a timely manner
- Ensure training, Standard Operating Procedure (SOP), knowledge articles and quick solutions are maintained and being utilised
- Manage documentation associated with the role and its operations
- Work with the leadership team for continuous service improvement and keeping them informed
- Report on operations of the Service Desk with focus on but not limited to the key service-level metrics, such as first call resolution, average speed of answer, and abandonment rates
- Ensure that decision-making and advice are outward looking and based on critical analysis and evidence
- Ensure all staff are aware of outages and system changes that could impact their work
- Identify opportunities to expand own knowledge and technical skill, seek out others' expertise and assist in the transfer of knowledge to others
- Liaise with project managers regarding new project roll outs and arrange appropriate training
- Develop and execute the Service Desk training program
- Contribute to a positive culture that values innovation and ideas

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