Service Desk Operations Manager

4 hours ago

Adelaide, South Australia Duco Limited Full time $80,000 - $120,000 per year

Duco
is an evolving force in Australia's tech landscape, specialising in Managed IT Services and Enterprise Solutions. Driven by a commitment to innovation and excellence, we're more than just a business — we're a team that believes in the power of technology to transform and empower. Our mission is to deliver top-tier, forward-thinking solutions that help our clients thrive on a global scale.

We are currently seeking a Service Desk Operations Manager to support one of our biggest client in the hospitality and tourism sector.

Key Responsibilities

  • Oversee day‑to‑day service desk operations, including incident and request management, SLA adherence, and escalations.
  • Coordinate with IT teams, vendors, and stakeholders to ensure prompt resolution and ongoing user support.
  • Mentor and coach a team of service desk agents, emphasising continuous development and a culture of excellence.
  • Conduct performance reviews, training planning, and regular feedback sessions.
  • Develop, refine, and enforce ITIL-aligned policies and procedures for incident, problem, change, and configuration management.
  • Implement best practices for service delivery and continual service improvement.
  • Use performance data and KPIs to identify trends, root causes, and areas for enhancement.
  • Generate dashboards and trend reports for senior management, aligning operations with business goals.
  • Ensure high customer satisfaction through efficient service and strong communication.
  • Handle escalated issues and critical incidents, ensuring proper follow‑through and resolution.
  • Stay updated on emerging technologies and service delivery tools to enhance operational efficiency.

Qualifications & Knowledge

  • Bachelor's degree
    in Information Technology, Computer Science, or a related field (preferred).
  • Professional certifications
    such as ITIL Foundation, HDI Support Centre Manager, or equivalent (desirable).
  • Proven experience in previous roles as Service Desk Manager.
  • IT Service Management:
    In-depth knowledge of ITIL principles and experience managing incident, request, and problem processes.
  • Leadership & Team Development:
    Proven ability to lead, coach, and develop high-performing service desk teams.
  • Communication & Stakeholder Engagement:
    Excellent verbal and written communication skills with the ability to influence and collaborate across all levels of the organisation.
  • Process Improvement:
    Demonstrated capability in developing, implementing, and continuously improving service desk policies, workflows, and performance metrics.
  • Technology Proficiency:
    Familiarity with ITSM tools (e.g., ServiceNow, Jira), reporting dashboards, and automation solutions to enhance service delivery.

What We Offer

  • Comprehensive Benefits:
    Access to the Pirkx employee benefits platform covering health, finance, wellbeing, and work-life balance.
  • Dynamic, Collaborative Culture:
    Innovation, integrity, and teamwork are at the core of how we work and grow together.
  • Flexible work options
    with an office conveniently located near the Adelaide CBD.

Ideal Start Date:
ASAP

This is a Casual Contract.

Duco
is an equal-opportunity employer committed to fostering a diverse and inclusive workplace.

We encourage individuals from all backgrounds to apply.

We are passionate about the growth and development of our people, empowering them to reach their full potential. We move forward by supporting the growth and success of those we work with.

  • Service Desk

    2 weeks ago

    Adelaide, South Australia Harrison McMillan Pty Ltd Full time $60,000 - $90,000 per year

    Join a dynamic ICT team as aService Desk Officer, providing frontline support and excellent customer service to staff across a large and complex organisation.About the Company:Our client is a major public sector organisation delivering essential services to the South Australian community. With a strong focus on innovation, collaboration, and service...

  • ICT Service Desk Leader

    2 days ago

    Adelaide, South Australia TR3 Recruitment Full time $90,000 - $120,000 per year

    Our government client is currently seeking an experienced Service Desk Team Leader to guide a dynamic team of IT support professionals for a short term contract.YOU | Bring your strong leadership skills and experience in Service Desk and ICT support and customer service to this exciting opportunity within a fast-paced government environment. Your positive...

  • Service Desk Officer

    2 days ago

    Adelaide, South Australia TR3 Recruitment Full time $45,000 - $60,000 per year

    Are you looking for a Service Desk Officer opportunity in a dynamic team? Our Government client is currently seeking an experienced Service Desk Officers for an Adelaide CBD assignment with a strong potential for longer-term opportunity for the right candidate.YOU | Bring your experience in customer service and administration to this great opportunity to...

  • Service Desk Engineer

    6 days ago

    Adelaide, South Australia GPK Group Pty Ltd Full time $60,000 - $90,000 per year

    Be part of a growing business and achieve fantastic outcomes for our clients.Enjoy a base salary from $60,000 - $90,000 + Super, plus a host of excellent benefits & reimbursements.Progress your career during your time with us through ongoing professional development opportunities.About GPK GroupEstablished in1999,GPK Groupstands at the forefront of...

  • Service Desk Analyst

    4 days ago

    Adelaide, South Australia NEC Australia Pty Ltd Full time $60,000 - $80,000 per year

    We now have a new and immediate opportunity for someone to join our Customer Service team in Adelaide as a Service Desk Analyst on a permanent basis.Applicants must be Australian Citizens.Full training will be provided.Service Desk Analysts are the first point of contact when a customer experiences an ICT issue, and provide first level support by phone,...

  • Service Desk Officer

    1 week ago

    Adelaide, South Australia South Australia Police Full time $67,589 - $72,333 per year

    South Australia PoliceJob reference:708495Location:5000 - ADELAIDEJob status:Long Term ContractEligibility:Open to EveryoneTerm, full-time vacancy up to 24 monthsThe Information Systems and Technology (IS&T) Service supports the frontline policing and corporate operations of SAPOL through the provision of ICT infrastructure and communication platforms,...

  • Help Desk Coordinator

    2 weeks ago

    Adelaide, South Australia ICS Full time $40,000 - $60,000 per year

    ICS Service Solutions is a dynamic and expanding company with offices in Australia and New Zealand. With 59 years' experience in cleaning and facilities management across Government, Transport and Infrastructure, Medical, Commercial and Industrial networks, we are an established and stable service provider.We are seeking an energetic, self-motivated,...

  • Front Desk Team Member

    6 days ago

    North Adelaide, South Australia Adelaide Meridien Hotel Full time

    Step Up to the ChallengeJoin our busy Front Office team in North Adelaide, providing reception & reservation facilities for on-site guests and managed properties.This isn't a standard casual role; it's a chance to apply your experience, handle varied shifts, and manage complex guest requirements with confidence and calm.Key Responsibilities:Seamless Shift...

  • Senior Digital Support Engineer

    2 weeks ago

    Adelaide, South Australia Service Stream Full time $90,000 - $120,000 per year

    Primary LocationSA - Regency Park Job Description SummaryAs a Senior Digital Support Engineer, you will play a pivotal role in delivering high-quality IT support across Service Stream's national operations. This senior-level position combines service desk leadership with deep technical expertise in End User Computing (EUC) and digital workplace...

  • Recruitment Account Manager – Corporate Services

    2 weeks ago

    Adelaide, South Australia Harrison McMillan Pty Ltd Full time $90,000 - $120,000 per year

    Step Into Something BiggerWarm desk with high job flow backed by national panels and loyal clientsStrong leadership that empowers specialists to grow and thrive in their nicheCompetitive base salary, transparent commissions that reward performanceJoin Harrison McMillan, South Australia's award-winning recruitment powerhouse. Our 30+ team is on a bold growth...