Leading It Service Delivery

2 weeks ago

Sydney, New South Wales, Australia Bebeeitmanager Full time

IT Service Delivery Manager Job Opportunity
This is an exciting career path for an experienced IT professional to lead our Regional Service Desk team into the future growth phase of our business.
You will provide leadership and technical advice across the day-to-day operations of the Service Desk Team and ensure high service delivery is achieved across the organization.
The Service Desk team comprises members from multiple cities in Australia as well as staff based in a global office, so strong experience in managing an internal offshore team is required for this role.
Responsibilities:
Managing a distributed team of Service desk engineers across the region.
Demonstrate leadership to a highly distributed team of engineers.
Prioritise service desk workloads to ensure service levels are achieved.
Identify service desk trends and report on them to key stakeholders.
Strong experience with the ServiceNow platform is advantageous.
Working closely with various areas of the business to produce cost-effective, innovative, and efficient solutions to business issues using systems and technologies.
Managing escalations from the business through to resolution.
Providing a high level of service for VIP and executive clients.
Identifying and proactively resolving IT issues.
Providing second and third-level hardware and software support.
Adhering to all processes and documenting procedures accordingly.
Recommending, coordinating, and performing the replacement of IT-related equipment.
Qualifications:
Relevant tertiary qualification in Information Technology.
At least 3 years' experience in a Team Lead or Service Desk Manager position.
Strong customer service, communications, and leadership skills.
Strong organizational skills with the ability to multitask and show flexibility in an ever-changing environment.
Collaborative and team-oriented individual.
Key Technologies:
ITIL
Windows 11
Microsoft 365 - Outlook, Excel, Word, PowerPoint, OneNote, OneDrive
Citrix
Teams
Configuration Manager
Audio and Visual (conferencing)
LAN/WAN/WLAN
Mobile Device Management
Application Information

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