Service Desk Manager

At Bunnings, you'll make a positive difference to our business and beyond.

Bunnings is the leading retailer of home improvement and lifestyle products in Australia and New Zealand and a major supplier to project builders, commercial tradespeople and the housing industry. Operating from a network of stores, trade centres, frame and truss sites, and online, Bunnings caters for consumer and commercial customers.

By joining our passionate and diverse team, you will have the opportunity to grow, develop, have fun and make a positive difference - to our customers and the communities where we live and work.

We are looking for an experienced Service Desk Manager to join our Technology Team.

About the Role

As the Service Desk Manager, you will lead and manage the Bunnings 24/7 Technology Service Desk team, ensuring front-line technical, operational, and procedural support across Bunnings Stores and Store Support Centres.

You will create strategic roadmaps and ensure the team's tactical efficiency while maintaining the highest level of service, efficiency, and end-user satisfaction when responding to both planned and unplanned events. This role also acts as an escalation point for the business, ensuring all work and problems are efficiently tracked, escalated, communicated, and reported on.

Focused on continuous improvement, this role leverages deep business understanding to create intelligent KPIs and employs effective monitoring to identify and implement enhancement initiatives to systems, processes, and services.

Additionally, you will:

- Manage the Service Desk Teams to provide the best service in the timely resolution of incidents and problems, including delivering quality solutions to task requests.
- Foster a culture of excellence and innovation.
- Reduce costs and streamline processes without adversely impacting the experience by increasing automation, reducing forms and manual inputs, and removing non-value-added features from the support experience.
- Ensure robust monitoring and processes to mitigate risk and provide appropriate incident response.
- Ensure team compliance with all processes and procedures relating to assignment, communication, escalation, testing, and resolution of incidents and problems at the 2nd level.

About You

Joining a high-performing and dynamic team, you are an experienced people leader who excels at mentoring, team building, and guiding. You are adept at relationship building, prioritization, and are very outcome-driven and customer-centric in your approach to work.

You possess excellent commercial acumen, which, coupled with your strong team management, collaboration, stakeholder engagement, and excellent communication skills, together with decision-making and problem-solving capability, has seen you excel thus far.

You will also have:

- 7+ years of experience in service delivery or technology support space.
- 5+ years with demonstrable experience in an IT-related capacity, including development, support, project management, and service operations.
- The ability to implement strategic initiatives as directed by Leadership and generate your own ideas for continuous improvement.
- The ability to work under pressure and manage Support Teams to meet expected KPI targets and SLAs.
- A strong understanding of IT Service Management, particularly Incident and Problem Management.
- Some of the following skills would be desirable:

- A strong knowledge of ServiceNow and integrations.
- Functional/Technical knowledge of Telephony, Retail.
- Functional knowledge of Database, DC, Network, and IaaS functions.
- Functional/Technical knowledge of PagerDuty, Dynatrace, Elastic, and Power Automate.

We're here to support you.

You'll be part of a workplace where you'll feel like you belong.

There's so much on offer when you're part of our Bunnings team with benefits including:
- Our flexible and informal work environment which helps bring balance between work and home.- Team discount at Bunnings, OnePass and with other Wesfarmers retailers including Kmart, Target, Officeworks and Catch.- Discounts from corporate partners (such as private health insurance, gyms, car rental) and cost price food and drinks at our Bunnings café.- 12 weeks paid parental leave, regardless of gender, annual flu vaccinations and health checks.- The opportunity to create a real difference in your local community and environment.

Join us and experience Bunnings from the other side of the counter.