Service Desk Manager

Overview
DXC Technology (NYSE:DXC) - where brilliant people embrace change and seize opportunities to advance their careers and amplify customer success.
People are the heart of our business. We support each other and work as a team, globally and locally to deliver excellence for our customers and colleagues. We live in more than 70 countries, speak multiple languages and work with over 6,000 customers on almost every continent. We use the power of technology to deliver technology services that move the world. DXC.com
DXC Technology is seeking a dynamic and experienced
Service Desk Manager
to lead our high-performing team in Adelaide or Auckland. This is a pivotal leadership role responsible for overseeing the daily operations of our Service Desk, ensuring exceptional service delivery, operational efficiency, and continuous improvement in line with global standards.
Responsibilities
Lead and manage a team of Service Desk representatives handling multi-channel customer interactions.
Develop and implement operational plans, policies, and procedures to meet service level agreements (SLAs) and quality standards.
Manage financial performance including budgeting, forecasting, and cost control.
Drive resource and capacity planning to meet evolving business needs.
Ensure seamless communication and collaboration with clients, account executives, and service delivery managers.
Lead performance management, career development, and succession planning for team members.
Monitor and report on key performance metrics and implement service improvements.
Ensure compliance with DXC Technology's Quality Management Systems and regional standards.
Key Accountabilities
Financial
Budget management
Forecasting accuracy
Productivity improvements
People
Staff retention
Succession planning
Performance feedback
Employee engagement
Customer
SLA adherence
Client satisfaction
Innovation in service delivery
What We're Looking For
Experience & Qualifications
5–10 years' experience in Service Desk or Call Centre management.
Proven ability to manage operational plans, budgets, and service delivery teams.
Strong understanding of global and local Service Desk industry trends.
Experience in managing client relationships and delivering continuous improvement initiatives.
Core Competencies
Strong analytical, financial, and strategic planning skills.
Excellent communication, negotiation, and relationship-building abilities.
High level of commercial acumen and results orientation.
Demonstrated leadership in managing diverse teams and driving performance.
Ability to work independently and collaboratively in a fast-paced environment.
Why Join DXC Technology?
At DXC Technology, we believe in innovation, collaboration, and excellence. You'll be part of a global team that values integrity, diversity, and continuous learning. This role offers the opportunity to make a significant impact on our service delivery and client satisfaction across the APJ region.
Ready to lead the future of service delivery?
Apply now and be part of a team that's shaping the digital experience for clients across the Asia Pacific and Japan.
We are an Equal Opportunity Employer
DXC is proud to be an equal opportunity employer and we welcome submissions from people from all walks of life. We celebrate our diversity and recognise it is the unique contributions of our people that give us our edge.
Accommodation of special needs for qualified candidates may be considered within the framework of the DXC Accommodation Policy. In addition, DXC Technology is committed to working with and providing reasonable accommodation to support qualified individuals with physical and mental disabilities.
At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We're committed to fostering an inclusive environment where everyone can thrive.
Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.
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