It Service Desk Manager

**About our Organisation**

**JELD-WEN** (NYSE:JELD), founded in 1960, is one of the world's largest door and window manufacturers, with more than 20,000 employees operating in 24 countries globally. Within the Australasia region **JELD-WEN** has over 70 facilities and showrooms, and employs over 4,000 staff.

**JELD-WEN** is the name behind iconic Australian brands - A&L Windows & Doors, Aneeta Window Systems, Breezway louvres, Corinthian Doors, JELD-WEN Glass, Kolder Shower Screen & Wardrobes, Regency Shower Screens & Robes, Stegbar Windows & Doors, Trend Windows & Doors and William Russell Doors.

Our vision is to inspire our customers through leading brands, great service, innovative new products and solutions leveraging the full **JELD-WEN** portfolio, while significantly enhancing our ease of doing business built on operational excellence.

**About our Opportunity**

As the IT Service Desk Manager for our APAC region, you will coordinate our IT Technicians and IT Service Co-Ordinator, ensuring efficient operation of the Service Desk team. You will provide guidance to and act as a point of escalation for the team, driving the best customer service. The primary focus will be on ensuring our internal customers experience quality customer service from the Service Desk team, therefore mentoring, coaching and developing your geographically spread team of 9 is paramount. You will also review current processes, embed new and improved processes and partner with our vendors and global counterparts.

In addition, you'll:

- ensure the processes of the service desk operation are achieving service level expectations by implementing standardised processes and procedures to manage BAU related activities
- take responsibility for delivering high-quality customer-focused service to users. Recruit & develop a collaborative and engaged high performing team
- review processes and procedures, identifying gaps and developing process measures to achieve customer service objectives in line with SLA's
- with a focus on continuous improvement, ensure that the service desk process meets business requirements now and into the future
- be available to connect with global counterparts in Europe and US at times outside of core business hours as required

**About You**

We're looking to leverage your comprehensive experience in people management and your natural tech-savviness. Balancing competing priorities and demands in a high functioning environment comes naturally to you, while your experience in managing and growing the capability of a customer service team whilst maintaining high levels of employee engagement will also help ensure your success. You need to have an open and transparent communication style, the ability to gain trust and inspire a diverse workforce and the ability to connect and work well with all stakeholder groups.

You will have:

- proven results performing against tight SLA's and escalation priorities with customers.
- experience with Service Now or similar IT ticketing systems
- good understanding of the ITIL framework
- the ability to mentor, grow and nurture the capability of your team
- proven ability to manage and juggle competing priorities
- experience in driving standardised processes and streamlining operational processes

**About the Benefits**
- a generous remuneration package including 2 flexible days WFH
- career progression opportunities within a global organisation
- exposure to a global organisation structure
- generous discounts on our extensive range of JELD-WEN products
- ability to schedule leave every Christmas
- additional paid day's leave on your birthday
- access to our Employee Assistance Provider

**Your Next Steps**

Agencies will only be engaged if required. Please do not contact us or send applicants to us unless requested by the Talent Acquisition Team.

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